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:08/18/2022

  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 been trying to get a resolution resolved for my reservation for the past 2 weeks.I reserved a 26 truck for Monday, August 1st. When my partner and I (two small blonde women) arrived to pick up our truck, the employee/manager (****) working at the location: ********************************************************* told ** it would be too big, basically like a bus for us to drive and decided we should get a 20 truck instead (unaware/not caring of our experience of driving trucks, horse trailers, etc..). Unsure of how to handle the situation, we didnt have much of an argument, other than we reserved the 26 for the size of our move. Unable to have him understand and get the size we actually reserved because of his own decision, he also wouldnt give us the total until I received a bank statement on my phone for the rental. We were charged $273 for a 20 when our original reservation for the 26 was totaled at $285. He added on insurance we never requested, but anyways, at that that price we obviously would have rather had the truck we reserved (completing our move for ~$10 more?). With the 20 truck, we tried to pack up our apartment in full and of course did NOT have enough space. We had to leave behind a lot at our apartment in ***********, and just left with what we could fit. In between this time, I had tried to reach customer service multiple times and was on hold waiting for hours - which I didnt have time for as we were moving on a schedule. Once we returned it, I talked to the ** at the location we returned to in ********* and he gave me a number to call, I was finally able to reach someone, but I have had no update on this experience. Because of this, we have to make an extra trip to *********** and rent another vehicle to finish our move before the end of August. This experience has been such an inconvenience and very frustrating. Had to spend an additional $250 on a truck from another company due to this first rental experience.

  

  Business Response

  Date: 08/23/2022

  August 23, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3860815
  
  Dear Ms. ********************** you for your concern for our customer *******************
  
  *****************************, our President for our *********** ********************* followed up on the information ***************** provided.   Our records indicate refunds for the extra day fee of $40, the $14 for coverage and the original $28 coverage fee on Ms.******** ******** contract, were refunded on August 3rd back to her **** account.  ******************** relayed our Dealer who rented ****************** the truck stated he asked ****************** if she was comfortable driving the 26-foot truck.  After ***** minutes, ****************** decided the 20-foot truck was the better option.  Our Dealer said he only suggested the smaller truck and did not force her to rent it.  It is the customers final decision on what truck they wish to rent.  ******************** had the $50 Reservation Guarantee Fee issued back to Ms. ******** same **** account to help offset the inconvenience they experienced.  Refunds can take up to 5 business days to post to a credit card.  No further refunds or adjustments will be issued.
  
  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

  I received the money back for being overcharged by the manager at the location in ** charging ** for insurance we did not request and the late fee I was charged for when I returned my truck on time, yet an employee failed to document. In addition to that, the manager, ****, told my partner and I we couldnt drive the 26 truck (because of our age & stature), not that we told him we couldnt drive the 26 truck. Us being occupied for the ***** minutes was us waiting in line for the other customers to be helped that had gotten in-line after my partner and I discussed our options and ultimately deciding on the 26. At that point, **** had already decided he was giving us the ***************************** options, and didnt even give us the price. I found out through being charged to our card. Like I said, we had to spend additional moving money with another company, that compromised our budget, to help us finish our move which wouldve taken a day, if we were able to get the truck we had initially reserved and had to drive the extra mileage for - this all cost us an extra 2 weeks of moving and money with gas traveling back and forth from LA when we couldve completed it in one trip, if U-haul wouldve let us drive the 26 we had reserved instead of telling us we couldnt. 
  

  Note: So frustrating when we had reserved this ahead of time and for also customer service wait time and help being extensively long. My partner is an avid truck/truck and trailer driver and was simply taking a look at what **** had to offer (after exaggerating the size of the 26 because of being small women/humans, in his opinion). By the time **** was ready, he had set up and established a 20 truck for us. We felt rushed and pushed to make this decision that was not ours because of shame in being small.  

   

  

  Business Response

  Date: 08/30/2022

  August 30, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3860815
  
  Dear Ms. ********************** you for your continued concern for our customer *******************
  
  *****************************, our President for our *********** ********************* followed up on Ms. ******** recent comments.  After another review of the situation, she advised our office her decision in the matter remains the same.  No further refunds or adjustments will be issued on Ms. ******** rental. 
  
  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:08/18/2022

  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 7/29/22, I took my car to U-Haul for a trailer hitch installation. The hitch, which is the same model as recommended on the U-Haul website, was provided by me. After attempting the installation, U-Haul called to let me know that the mufflers could not be reattached with the hitch installed, therefore the hitch could not be installed and I could pick up the car. The labor charge was $171, which I thought was reasonable. I paid the amount and picked up my car, trailer hitch, and hitch hardware.The next day I noticed the exhaust pipes were loose and decided to drive the car on ramps to investigate further. On my car, there are 6 bolts that attach the 2 mufflers and exhaust pipes to the rear of the car. Of the 6 bolts, 3 were missing, 2 were tightened half-way (at most) and one was finger tight. Additionally, 2 rear stabilizer bar bolts that are in close proximity to the exhaust pipe hangers were missing. Also, I discovered some of the hitch hardware was missing when I opened the bag returned to me. Of the hardware, 6 pieces were still in the unibody "frame", others were missing. U-Haul let me drive off without telling me about any of this.I contacted U-Haul Trailer ****************** of Willow **** about this. I told them about the bolts not being reinstalled properly, the missing hardware, the hardware still inside the car frame and how this could have caused a serious accident if the exhaust had fallen off or the car lost traction because of the missing rear stabilizer bar bolts. To make this right, I asked for the missing hardware (so I could attempt to return the hitch) and return of the $171 labor charge for the work that was not properly performed.Ultimately, I bought the replacement bolts from **** for $24 and installed them myself. I extracted the hardware from the frame, some was not returned. On 8/17/22, U-Haul informed me they would not reimburse the $171 labor charge. It was dangerous for my car to be returned in this condition.

  

  Business Response

  Date: 08/20/2022

  August 20, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3878016
  
  Dear Ms. ********************** you for your concern for our customer ******************.
  
  ***************************, our GM for our U-Haul Trailer ****************** of Willow ***** followed up on the information ****************** provided.  She issued ***************** a refund for $171 back to his 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 International

  Customer Answer

  Date: 08/22/2022

  
  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: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.

  Con artist and scammers. They charged my card an additional ***** for a clean up fee extra mileage that i DIDNT travel and gas. *** reached out to them numerous times via email and Ive also called and no one answers. According to their receipt i drove 47 miles which is IMPOSSIBLE as all i did was drive from uhaul to ******************** to pick up the ring to move, back to the ********************* center where the event was held, then back to the ******************** on laburnum to drop the ring back off then back to drop the truck off. I have been sending emails and calling and no one has been responding it has been 5 days.

  

  Business Response

  Date: 08/23/2022

  August 23, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3889584
  
  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 discussed her concerns.  She advised ************** of a refund for the fuel fee and the $20 after hours fee back to her **** account.  Refunds can take up to 5 business days to post to her credit card.
  
  Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
  
  Sincerely,
  *****************************
  Executive Assistant
  U-Haul International

• Initial Complaint

  Date:08/18/2022

  Type:Sales and Advertising 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 had a storage unit at the ***********, ** U-Haul on ******** Street. In April, I was informed that my storage unit had been broken into. I met with the manager, ******* to see what had been taken. Many personal, non-replaceable items had been stolen and the lock had been cut. I gave ******* a list of what I had lost. There is a police report on file. ******* agreed to waive my rent for the unit for a couple of months. In July, I removed the few remaining items and closed my unit. ******* contacted me and asked me to come in and discuss a settlement. We met and I signed the settlement documents for $3,000. ******* believed that the settlement would be made quickly and thanked me for my patience. I was supposed to receive a check in the mail. I provided her with all the necessary information. The end of July came and no check had come. I contacted ******* and she informed me that she had met with the manager on August 2nd and the check should be delivered by Friday. When I did not receive the check, I left a message requesting an update. As of August 18th, I have not received a call back nor a check.

  

  Business Response

  Date: 08/22/2022

  August 22, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3889454
  
  Dear Ms. ********************** you for your concern for our customer ***************
  
  ***********************************, our President for our Northern ****** **************** followed up on the information ************* provided.  He informed our office he left a message for ************** advising her his research showed the settlement check that was sent via ***** was received by her on August 18th.   
  
  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: 08/23/2022

  
  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:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 21, 2022 I rented a UHaul for a day, electing insurance coverage online though I have car insurance for decades, but couldnt get the website to process the rental without selecting insurance, but when I went to the Woodside store I asked the agent ****** if I could use my own car insurance to opt out of Uhauls insurance and he said no. I got the van anyway, but after realizing later the same day that the ** wasnt working, I returned the next day and exchanged it for one with **, and ****** said I could return it the next morning. The next morning I called Uhaul to try to change the same van from a one day rental to the $350 weekly unlimited miles rental in order to move things to PA. I was told I could and that the van would be due in one week. When I asked the agent what the amount would be, he didn't respond but transferred me to customer service where I waited for what seemed like an hour before I hung up. When I returned the rental I was charged $25 insurance for each day of the rental, something I hadn't been informed about. Had I known I would've held onto the van only for the few days I needed it instead of an entire week. I was also told then by the agent that I didn't need to have gotten the insurance but that it was too late. I told her I hadn't wanted it but was told by the agent that I had to have it just for the one day rental but when I changed it to the weekly wasn't informed by the agent on the phone. I asked her to verify all this by directing her to check the camera recording of my statements at the office and the recordings of my phone interaction, which they claimed to have. Every person I spoke to did absolutely nothing but tell me that everything was my fault, and that they had reviewed the recordings which upholded what they said and not what I said. I'm shocked that they didn't budge at all and did no investigation on this. Every agent was incalcitrant blaming me. I had asked only for a partial refund but didn't get it.

  

  Business Response

  Date: 09/12/2022

  September 12, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3810219
  
  Dear Ms. ********************** you for your concern for our customer *********************
  
  ***************, our President for our ****************, Staten *********************** followed up on the information ******************** provided and sent her the following email in response:
  *******************, I have reviewed your complaint with U-Haul and have refunded your account $150 as a one-time courtesy for six of the seven days of your rental.You did elect our Collision Damage Waiver when you reserved your van on U-Haul.Com so at minimum one day charge still applies. The additional charge per day is outlined in your contract. Thank you, Will
  
  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:08/18/2022

  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.

  Reserved a 26 ft uhaul about 2 weeks in advance , they called morning of move day stating they no longer had the truck and we would have to wait until 6 pm that night to see if one came available. The man was super rude which he was from the *************************** uhaul. He then said he was canceling the reservation and he couldnt help me find another one. So I called back and the customer service girl that answered said he should have been able to find me one available and that she would help and sent me to a Buda store which then I called another location which ended up being the ******* and 183 uhaul and they stated they had a 26 ft uhaul truck to come in by noon. We then show up around noon and the lady at the desk states there is no trucks available at all , after complaining to her she then says well we have a ********************************************************* fine I will take it but will have to go back and forth more than once and ended up using the 15 ft and of course needed it more than the one day originally stated so uhaul took out original payment of 210 and some change and then an additional 60 and some change. When I returned the truck the lady said I was good and I was about to leave and she then said maam sorry you charge is going to be ****** because of the miles used. I was not happy with the amount but said ok and went about my day. Today I have a charge of 685$ , 415$ and 60$ out of my account from uhaul. I call to try and get this fixed and am on hold for over and hour when someone picks up and says that she sees a charge of 685 and doesnt know what other charges are for. She then tells me she is sending me to her supervisor at corporate and places me on a hold instead and never comes back , after holding for another hour and 20 mins I get disconnected so I call back for another hour hold to get hung up on again by disconnect. My wife then calls and is on hold for over and hour and no one answers and it just goes blank without disconnect.

  

  Business Response

  Date: 08/30/2022

  August 30, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3886971
  
  Dear Ms. ********************** you for your concern for our customer *************
  
  Please be advised, the amounts of $210.33 and $60.44 are only holds placed on ************** credit card and will normally drop from the account within 5 business days of final payment.  Our records indicate she was charged $685.14 for the final rental on August 15th and then refunded $200 on August 20th for mileage and NSF fees.  
  
  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 was contact by a lady that said she was refunding me $200.00 and then didnt receive it so then was contacted by a man that said he was regional manager and asked me what all happen so I explained. After I explained he said he apologized for what all happen and that his employee still hadnt got my refund back to me and could he call me on Wednesday when she got back to work so he can show her how to put in a refund properly and also that because if all the hassle I went through he was refunding me more than 200.00$ and then I never heard back from anyone at uhaul again and had to call myself to check in on everything which I then spoke with the lady manager that said oh you were refunded Saturday of the 200.00$.  That 200$ was originally decided because they didnt have the vehicle I reserved ti begin with which caused me having take two trips. When a regional manager says he is going to contact me back personal on a specific day and refund more than what was said but yet I dont hear back from them is just adding to the ridiculous hassle I went through with uhaul. I will never use them again and will advise against it to anyone else.  

  

  Business Response

  Date: 09/04/2022

  September 4, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3886971
  
  Dear Ms. ********************** you for your continued concern for our customer *************
  
  ***************************, our President for our South ****** **************** reviewed ************** recent comments.  She informed our office she spoke to ************ and discussed her concerns.  A refund for $100 was issued back to her **** account as an adjustment on her rental.  Refunds can take up to 5 business days to post to a credit card.
  
  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:08/17/2022

  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 would like an apology for having three **** police officers remove me from the U-Haul **** premises, after U-Haul Corporate told me numerous times to come for my scheduled appointment on that day.I also would like my collections situation to be resolved in the form of past funds paid (in the form of monthly rents) to go toward an open debt that I have with UHaul. CE

  

  Business Response

  Date: 08/22/2022

  August 21, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3789422
  
  Dear Ms. ********************** you for forwarding Ms.********* recent comments to our office.
  
  *****************************, our President for our ******* ******** **************** followed up on the information ******************* provided.  He informed our office his GM of the location is dropping the **Box on Monday, 8/23.  He relayed that fees will not be waived as her box was shipped from ******** to ********.
  
  Our customers are very important to ** and we apologize for any inconvenience ******************** experienced.  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: 08/22/2022

  I require to speak to this individual over the phone so that he understands exactly what the woman from the corporate office promised me.

   I need him to understand that I have paid $500 in rent for this U-Box that should have been applied to the final invoice *** to MI) of $1600.00.

   

  I wish the $500 to be subtracted from the final invoice of $1600.00 and I do not see how this is a problem since this transaction has already been sent to a collections agency, negatively impacting my credit worthiness. 

   

  CE

  

  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 International

• Initial Complaint

  Date:08/17/2022

  Type:Sales and Advertising 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 rented a van from U-Haul on 08/16/2022. This was a truck share pickup, so after business hours, no one to assist. The van was filthy upon pickup. I had to immediately bring it to the car vacuum in order for my partner to even sit in the passenger seat, not to mention putting my belongings in the cargo area. Then in order to ensure I am not charged a fee I had to again clean the van after use. I uploaded photos to U-Haul website upon pickup of the truck, and shared my discontent. No discount was offered for the mileage I wasted when this is a charge by mile company. When I used the chat they offered a $25 gift certificate to U-Haul. How often does one need to rent a U-Haul? I dont think that is a fair trade:

  

  Business Response

  Date: 08/30/2022

  August 30, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3904929
  
  Dear Ms. ********************** you for your concern for our customer *****************
  
  *******************************, our President for our North **************** **************** followed up on the information **************** provided.  He informed our office his GM spoke to *****************  He offered his apology for the condition of the rental equipment and advised her of a full refund of the rental charges.  The refund for $38.83 was issued back to her **** 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: 08/30/2022

  
  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:08/17/2022

  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 scheduled a couple of boxes for moving but then decided to hire a local mover. I canceled and spoke to two different people about it. Then a few days ago they charged my bank account. I called and was assured take the charge off before it fully went to my bank. I spoke to two people and this morning the charge went through as completed. I filed a complaint with my bank but I want people to know you do not want to give your credit card to this company. I called back this morning after I called the bank and they did not seem to care. There are no U-Haul boxes in my driveway because I canceled the order. Yet my bank account is short over $200.

  

  Business Response

  Date: 08/20/2022

  August 20, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3886914
  
  Dear Ms. ********************** you for your concern for our customer *******************
  
  Our records indicate the refund for $216.88 was issued back to Ms. ******** Master Card account the same day it was charged. 
  
  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:08/17/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted thru the ***********, ** branch of U-Haul to have a U-Box container delivered to my ******* residence on June 20, 2022 and to be picked up on June 24th. There was also a guaranteed delivery date to my new **** residence on July 9th. I was notified they had difficulties with this delivery and it would be delayed. Through correspondence with U-Haul, a new delivery date of July 18th was scheduled. It is U-Hauls policy that the customer be reimbursed $50/per day that delivery is delayed. I'm then notified of a $300 credit due to the failed July 9th delivery. I talked to the U-Haul folks, sent emails explaining 9 days late at $50/day equals $450, not $300. They told me that they only pay the days the container is not in the area. Bait and switch if you ask me. As a matter of fact, the container was in ****, ** during their in area computing. I was very disappointed at selecting U-Haul, and the delay of receiving my container created a real hardship on me. As far as I'm concerned, U-Haul still owes me $150. And to be perfectly honest, I would have rather had the container on July 9th as promised, and a favorable review would have been provided. I had another billing issue which was resolved by the Manager of the ***** facility. And kudos to the ***** folks. My contract # with U-Haul was U-Box Order #********.

  

  Business Response

  Date: 08/30/2022

  August 30, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3822833
  
  Dear Ms. ********************** you for your concern for our customer *******************
  
  Guaranteed Arrival Date for Mr.******** ***** was July 8th and the actual arrival date was July 14th,thereby making delivery 6 days late.  Our records indicate ****************** was issued a refund for $300, 6 days at $50 a day,back to his Master Card account on July 15th for the late delivery.  A supplemental refund for $138.70 was also issued back to his Master Card account for the extra month charge on August 6th.  Both refunds should have already posted 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: 08/30/2022

  ***************** did not get his U-Box until July 18th, a full 10 days following guaranteed delivery.  The reason for the the other credit was due to U-Hauls late delivery, it ran into a second month which was their fault.  It may have arrived somewhere on July 14th, but it sure wasn't in my driveway.  And I already expressed kudos for the ***** Manager, who had the extra month charge credited.  One thing for sure U-Haul, I will never again do business with you and will give anyone with thoughts of using your company, nothing but negative feedback.

  

  Business Response

  Date: 09/02/2022

  September 2, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3822833
  
  Dear Ms. ********************** you for your continued concern for our customer *******************
  
  Our records indicate delivery was on July 14th, therefore, the appropriate refund for late delivery was issued to *******************  We do apologize for the inconvenience ****************** experienced.  Please be advised our decision in the matter remains the same.
  
  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