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

  17209 N Cave Creek Rd Phoenix, AZ 85032-2441

  
• 

  U-Haul Moving & Storage

  2516 4th Ave E Olympia, WA 98506-4823

• 

  U-Haul Co. of Eastern North Carolina

  3001 Capital Blvd Raleigh, NC 27604-3333

• 

  U-Haul Moving & Storage

  2515 Rainier Ave S Seattle, WA 98144

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:08/13/2022

  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.

  To Whom it May ********** July 30, 2022 I had made reservations to have a towing hit installed by U-HAUL at *************************************************************** Contract #********. On August 13, 2022 at 10am. I arrived at 930am just to find out that the installation tech was not on site. The General Manager at this U-Haul location informed me that ***** who will be doing the installation was not there yet and he was on his way in. Th** asked me to have a seat. I explained to the ** I drove from ************ ** to have this installation done, and I had to be to work at2pm. This was at 10am.I was assured the installation would only take 2 hours and I was going to wait. I waited from 930am to 11am for **** to arrive, and I was told **** had to go to ****** ** to pick up the part from anotherStore. Monroe is another 40 miles from the ********* ** store. So, I waited patiently for **** to arrive. He finally gets there at 11am.I watched **** ***** into the store very upset, he approached me and asked me what the problem was, I explained to him that I was thereTo have a tailer hitch installed, and again **** asked me, so whats the problem? I said, that I have been here since 930am waiting to have this installed, and again he asked me so whats the problem. I stated that the part was supposed to be ordered 3 weeks ago, and he Said they sent the wrong part, and he had to go to ****** ** to get the part needed. I said someone should of called me to let me know This. He again said so whats the problem, and we will get it installed. He then *****ed out of the store and went back out to his car inThe parking lot. By this time my patients ran out. I informed the ** to cancel my order and that I would have the installation done somewhere else. **** ********* a very hostile, and threatening, unprofessional attitude towards me, I felt very uncomfortable and threatened by his behavior. **** did not apologize for being late. His approach was threatening and I felt very uncomfortable.

  

  Business Response

  Date: 08/22/2022

  August 21, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3883329
  
  Dear Ms. ********************** you for your concern for our customer ************.
  
  *****************************, our GM for our Moving and Storage of ************, followed up on the information ************ provided and sent him the following email in response:
  Mr.***********************, I have spoken at length with **** regarding the situation.Firstly, we extend our sincerest apologies for this incident. Please contact me at the number provided below. I have also left a voicemail with the return number in hopes to come to an agreed upon solution. We Hope to move forward in a more positive direction from this point on. Thank you for your time. Best regards, ***************************** ************
  
  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.
  Please be advised,  that the ** did not send a email. I received a voice message and he apologized about the way I was treated. It was stated that Uhaul employee was angry because he had to search all over for the parts that he didn't order. He took his anger and aggression out on me. Next he displays anger and aggression to a customer, they may not be as nice as I am. the store displays unprofessionalism and horrible customer service.
  

  Regards,
  
  ***********************
  
   

  
  

• Initial Complaint

  Date:08/13/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Uhaul EAlert notification was removed in Nov 2021 after I filed a BBB complaint. I successfully rented and returned 2 vehicles since then with no damages. Today Aug 13 2022 there is a new EAlert message.

  

  Business Response

  Date: 08/18/2022

  August 18, 2022
  
  BBB ID#: ********
  U-Haul Ref#: *******
  
  Dear Ms. *********
  
  Thank you for your concern for our customer **************.
  
  Our records indicate ************** is no longer listed on eAlert, which means she is able to rent from U-Haul.  
  
  Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
  
  Sincerely,
  *****************************
  Executive Assistant
  U-Haul International

• Initial Complaint

  Date:08/13/2022

  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 8-5-22 went to Uhaul in ********* and got a complete botched job Wrong hitch and cut wiring harness that I had to have repaired due to lights quit working No hitch installed and messed up wiring with no response back from Uhaul

  

  Business Response

  Date: 08/18/2022

  August 18, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3878957
  
  Dear Ms. ********************** you for your concern for our customer ****************.
  
  *******************, our Executive Assistant for our ********* **************** followed up on the information *************** provided and sent him the following email in response:
  Dear *********************** I have read your concern that was sent to the ********* office. I have a location that is wonderful with hitch problems and is located in *********.****. The managers name is ***************** and he may be able to talk with you on the issue. The phone number to the location is ************ and is located at ****************************************************************. If the repairs have been completed, please send a copy of the invoice to our office and we will forward it to our ********************* or a claim can be filed by calling **************. Send to:U-Haul of ********* *********************************************************** Please accept our sincere apologies, and we look forward to serving you in the future. U-Haul of *********
  
  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: 08/21/2022

  
  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:08/13/2022

  Type:Sales and Advertising 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.

  We reserved a Uhaul truck weeks in advance to be picked up at the Beavercreek location at 6:30 PM on 12 Aug. When we arrived they told us our reservation had been moved to the Linden Ave store so we went there to pick it up. When we arrived they tried to charge us for 2 days even though we had only reserved for 1 day. After much grief from a poorly trained service person, someone came over and modified the charges so they only reflected 1 day. Unknown to us, they had modified the contract to return at 9am the next morning, which basically made it a 12 hour rental instead of 24. We got a call from an irate manager that we had not returned the truck by 9am. We tried to explain what happened and were treated rudely and disrespectfully. We returned the truck within 24 hours and Uhaul charged us for an additional day. We were never shown the modified contract. In fact, when we tried to look at the screen to understand our charges the associate blanked the screen on us. From mhy perspective, his actions were fraudulent. We are seeking refund for the charges above and beyond the 1 day rent we originally signed for. This amounts to approximately $60. We have asked for the original contract and Uhaul has deleted it from their system. They are only offering the contract which we never say.

  

  Business Response

  Date: 08/18/2022

  August 18, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3888212
  
  Dear Ms. ********************** you for your concern for our customer **************.
  
  I had originally emailed ************* for a contract number, however, after further research I was able to locate his contract in question.  According to the breakdown of charges, he was only charged for one rental period of $29.95 for the 15-foot truck, $19.90 for **** miles at $0.99 a mile, $14 for SafeMove Protection, $1 Environmental Fee and $4.87 for Tax.  Total amount applied to his **** account was $69.72.  The information ************** provided regarding the conduct of the staff at the U-Haul store was forwarded to our *************** responsible for the location.  We want to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.  We appreciate his feedback.
  
  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:08/11/2022

  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.

  Topic: Fair refund for faulty vehicle. U-haul in *********** (*********) rented me a deficient vehicle that should have been deadlined, not rented to anyone pending repairs. The previous customer reported to ********************** that the air conditioning line was ruptured, and was given a "significant reimbursement" according to the U-Haul repair technician who pulled the records. I took pictures of the vehicle on the lot in *********** the 13th of May and it sat there until I picked it up on the 16th of May. Instead of repairing the vehicle or renting me a vehicle without equipment issues, U-Haul of *********** knowlingly rented me this defective vehicle. In addition, it had check engine lights on, and according to the technician the spark plugs were ***** miles overdue to be replaced. This resulted in me driving a vehicle out of very hot and humid *********** for 2 days without air conditioning. It also resulted in poor fuel mileage. U-Haul of *********** chose to give me a $100 refund for my troubles. The reason they wouldn't reimburse me commensurate with the issues (2 days rent or $800 in my opinion...they never asked nor offered) was, according to them, "that it was not their fault." Since they knew the truck needed repairs and rented it to me anyway, it was exactly their fault...they rented it with mechanical issues intentionally. When the local U-Haul refused to take care of us, I called corporate U-Haul and they assured me that "they did not care to stand behind their name" and would not take any additional corrective action beyond what the local U-Haul office would do. With 14 major moves in 33 years of marriage and a repeat U-Haul customer I can only say this doesn't match their previous customer service nor my expectations.

  

  Business Response

  Date: 08/24/2022

  August 24, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3723361
  
  Dear Ms. ********************** you for your concern for our customers, ******* and **********************
  
  *****************************, our Executive Assistant for our Southern ********* **************** followed up on the information ************** provided and them the following email in response:
  *************, Thank you for reaching out to us on your recent U-Haul rental experience. We would like to apologize for the inconvenience that you experienced. After further research, we have submitted a refund for $700. We would like to reiterate that we do stand behind our name and customer satisfaction. We will reach out to the call center agent's manager to further discuss customer service training to avoid recurring issues in the future. We truly appreciate you bringing this to your attention and allowing us the opportunity to make it right. If you have any questions, please feel free to contact me. Thank you, ***************************** ************
  
  Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
  
  Sincerely,
  *****************************
  Executive Assistant
  U-Haul International

• Initial Complaint

  Date:08/11/2022

  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 have been having a very difficult time getting a refund that a representative told me would be issued to me for a very close amount of $172.00 I know all calls are recorder through this complaint and they have this information on file I renting a truck from uhaul on July 20 2022 and have been having this problem since contacting about the refund. I was not offered a in town rental and return to the same location I was also charged extra for insurance that I did not authorize. When I call customer service about this they continue to tell me that someone from management will reach out to me and nobody has. I need help completing this refund that was promised to me, on a recorded line.

  

  Business Response

  Date: 08/15/2022

  August 15, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3835049
  
  Dear Ms. ********************** you for your concern for our customer ********************.
  
  ***************, our President for our ********* **************** followed up on the information ******************** provided.  He informed our office ******************** was contacted and advised of a refund for $170 he issued back to her **** account for the difference in rates in the interest of customer good faith.  Refunds can take up to 5 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: 08/15/2022

  
  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:08/11/2022

  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.

  Prior to my installation on July 18th 2022. I researched installing a hitch to my car. I saw on ******* under U-Haul a video that showed a hitch installation, I put in my make and model of my car, Lexus RX 350 2015 and a complete video showed how the installation would be done and the part number from the manufacturer. The video showed the installer removing the the underbody shield and trimming around the edge for the hitch installation and replacing it back on once the hitch has been installed. On July 18th 2022 I left my car at U-Haul for my hitch installation. They called me when it was completed, I spoke with the installer named ***** and asked him was everything okay and problems and stated to me that everything was fine he didn't have to remove anything. The next day I looked under my car to see what the hitch looked like and I saw that my underbody shield was missing and the hitch was fully exposed. I called U-Haul to find out where was my underbody shield. I spoke with ***** and he stated the screws were rusted and could not be replace and he cut off my shield, I said to him why didn't you inform me when I asked you were there any problems, also I said he could have called me while my car was at U-Haul and I would have gotten new screws and bolts. He could not give me an answer to why my shield was not put back on. I called U-Haul and put in a complaint called a Action File#*******. I had to wait several weeks for the general manager ******************** to call me, she stated the hitch installed was different from the ******* video. However, I learned that It is the same hitch with different part number, manufacturer by **** part # ***** and cross reference U-Haul #*****. I would want my underbody shield replaced.

  

  Business Response

  Date: 08/22/2022

  August 22, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3831943
  
  Dear Ms. ********************** you for your concern for our customer *****************
  
  *********************, our President for our *****************************************, followed up on the information *************** provided and sent her the following email today in response:
  Good morning, I received your concern regarding the recent hitch installation we completed at the ********************** Moving & Storage of ************. I apologize that they did not ask you if you wanted the heat shield returned. While most families choose no, we should have left that decision up to you. The location is aware that this is the discretion of the customer ********************** forward. If you would provide me a valid quote for replacement of the heat shield, I will reimburse you. Thank you. You can send that to **************************************. ********************* ***************** President ********************** ************ *******************
  
  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
  ********************** 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:08/11/2022

  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 am going this complaint against u haul for allowing this person to say he was going to help me move and get a truck and have it under another name and this man ***************************** turned around and stome my whole life that is irreplacebale and is selling all my and my childrens belongings my jewelery. My sons ps4 and PS 5 with over 100 plus games and all equiptment 7 flatscreen tvelvisons smart tvs to roll smart tv's lap tops ipads apple watches glass merals tubs of sentimental things of my mother's who has passed fore place television stand my swan 8 room security system dressers chairs living room set the beats head phones telescopes hundreds of shares cords. All my tools delwalts power towels took box craftsmen chest full of sockets ratchest dremals plug in and wireless and many other tools charges for the tools jewlery box full of jewelry mavado watches the reeepicets for all my purchases birthcerticfctes for all my children and my self personal paperwork taxes paperwork birthcertifcates for my self and my children safes fire safes with all my vaulables money coins jewlery all important things I need to live dressor with obituaries of my loved ones my animals. That passed ashes footprints merals of me and my boyfriend things that can never be replaced im sad sickened and homeless with all my belongings stoln right from me and this man is still oit driving this u haul selling my belongsingings the police have been notifed and u haul the police are not doing anything about it and this is only her few of the things that are forever gone me and my children are for ever broken that this is even ok to these heartless people that say they are here to help us in looking to press full chrges on this man and u haul for they should not allow a person who says there a helper use someone else's card and drive off with a truck that is now conned a very serious crime and all these things are irraplace able this hurts so bad that this man the poliece and u haul are so heartles

  

  Business Response

  Date: 08/16/2022

  August 16, 2022
  
  BBB ID#: ********
  ********************** Ref#: *******
  
  Dear Ms. ********************** you for your concern for our customer ****************.
  
  Im sorry we have no record of *************************** associated with Ms. ******* rental contract, nor is he listed as a U-Haul employee.  I would suggest she file a police report if she wishes to pursue charges against this person.
  
  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:08/11/2022

  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.

  I rented truck from a uhaul franchise on Saturday, Aug 10th. While there, the staff informed me they just had a bunch of Catalytic converters had been stolen and has siphoned from their trucks. This made me feel for them, and Ive rented trucks there before and never had a problem, so I gave them the benefit of the doubt when I returned the truck and trusted them to check in the correct vehicle. **** I got the truck they marked it had 3/4 the gas tank, when the guy gave me the truck, he said it was just under the 3/4 line (and it was) l needed to remember to fill the tank back to there. I drove a total of maybe 7 miles. **** I went to put gas in to return the truck to were it was, I put in $10 getting me 1.9 gallons and that put the needle exactly where it was when I got the vehicle. **** I got my ****, they claimed I drove 93 miles (and when I called and spoke to them he verbally told me it was more like 70?!) when I got there for them to show me the vehicle they were saying I drove so far, they claimed it was checked out (it was sitting in the lot, I took pictures of the outside vehicle because it was scratched up and I didnt want to be billed for the damages). They had a picture of millage from a truck that wasnt the one I checked out, it didnt match the dashboard I remember driving. And then back to the gas, the gas on the vehicle they claim I brought back was no where mere the 3/4 line that I put the gas in to minutes before returning the vehicle. All I am looking for is to be correctly charged for only the miles I drove.

  

  Business Response

  Date: 08/12/2022

  August 12, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3875862
  
  Dear Ms. ********************** you for your concern for our customer ******************.
  
  ***************************, our President for our ****** **************** followed up on the information ****************** provided.  He informed our office he spoke to ****************** and reviewed her concerns.  They were able to reach an amicable resolution.  He agreed to refund $116.62 for mileage discrepancy and $11.90 for fuel.  The refunds were issued back to her Master Card account and can take up to 5 business days to post to hera 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: 08/12/2022

  
  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:08/11/2022

  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.

  On 6 June 2022, I rented a 10-foot truck from the Uhaul in **************** for a one-way trip (******, ** to ******, **). My father passed 5 April 2021, and I am the person in charge of his estate. I moved out of his house on 6 June and contacted the realtor in order to put the house on the market, and found myself to be needing a truck to move the remainder of the estate and my personal effects to my current place of residence.When I checked the truck in on South ****** road, the representative (*****) said to leave it and she'd get to it. I asked her to please check it in while I was standing there so I could verify it was done. She seemed a bit frenetic as she hurried out to do so, then told me I was "good to go."On 4 July 2022, I received a text frm Uhaul stating I owe them $5960.75 for a one-way trip to ******. When I called the ****** Uhaul they told me to call ****** because they couldn't do anything. I also received texts stating I owed tolls for that trip. After a few hours on the phone, those charges were removed but the account was left open. This resulted in charges to ******* and another handful of phone calls and a visit to ****** Uhaul. This time, the contract was closed. Yet, I've received another set of texts stating not only do I owe $3806.83, they also tried to collect this amount from my bank account.I was assured by ***** at the Uhaul in ****** this would no longer happen, that I would not have to deal with these erroneous charges, yet they continue.

  

  Business Response

  Date: 08/12/2022

  August 12, 2022
  
  BBB ID#: *******
  ********************** Ref#: 17702188
  
  Dear Ms. ********************** you for your concern for our customer ****************.
  
  ***************************, our President for our Western ******** **************** followed up on the information **************** provided.  He informed our office he spoke with **************** and advised her he would have the Promissory Note cleared. 
  
  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: 08/13/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. My only and only concern is that this may happen again, as these same actions had been performed previously, these same promises made previously (by ***** at the ****** office) and I was still charged for another trip I did not make.

  As one can imagine, I do not wish to be put through this ordeal again.
  
  Regards,
  
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