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 Moving & Storage

  2516 4th Ave E Olympia, WA 98506-4823

• 

  U-Haul International Inc

  2727 N Central Ave Phoenix, AZ 85004-1120

  
• 

  U-Haul Truck Rental

  750 S Buckley Rd Aurora, CO 80017-3903

• 

  U-Haul International Inc

  920 University Ave Berkeley, CA 94710-2023

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:03/30/2025

  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.

  Uhaul thrown all my personal belongings away. It was my understanding that with a new rental unit the first month is free...And by verbal agreement since i had no access we was suposed to write a new agreement and so in the midst of doing that my one and only vehicle broke down and i was not able to get anything moved. And i had informed them of it. So a week or two went by and i was finally able to acquire another vehicle and it was too late when i went to talk with them about it they told me that they disbursed my things to the local landfil where i wasnt able to get anything of it recovered. Without any notice of any sort that they was gonna do that..no phone call or emails they had my address so not a knock on my door or any mail was sent stating any if that. And i used to be an assistant manager at an apartment complex and by law they suppsed hold your things for at LEAST 30 days up to 6 months in ********. They are wrong in doing that and i want some kind of reimbursement or replacement of some things. And their red tag they put on the units say they will auction off.. not throw away. They are false advertising and they have no right doing what they did. I would go to the local authorities but i want to go bigger than that. And i have only a few pics of some items i had that got tossed out i would like some compensation of some sort.

  

  Business Response

  Date: 04/09/2025

  April 9, 2025
  
  BBB ID: ********
  ********************** Ref: 5229034
  
  Dear Ms. ********************* you for your concern for our customer Mr. ******************* *****, our Executive Assistant for our ************************* followed up on the information Mr. ***** provided.   He informed our office he contacted Mr. ***** and advised him of a refund for $160.  Mr. ***** should receive the check within the next 10 business days.
  
  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.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International

  Customer Answer

  Date: 04/09/2025

  
  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:03/29/2025

  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 March 9th, 2025, I rented a U-Haul van for the first time (and hopefully now last time). Being naive and not having rented a vehicle before, I failed in due diligence and did not take pictures of the dashboard before heading off to move between apartments. A single 25 mile round-trip to the next town over became a 139-mile charge on the bill. I wish I had taken photographic evidence, but even without it, I must make my case, lest society continues to allow U-Haul to continue its bluntly fraudulent behavior.The receipt doesn't even add up. I apparently drove 139 miles in 3 hours, only barely possible when you factor in loading and unloading furniture, and certainly not feasible without excessive speeding on the residential roads. And on only 4 gallons of gas? I had no idea a van full of furniture has 35+ MPG, on par with modern sedans, wow! /s It is blatantly obvious that U-Haul is overcharging me with the mileage, or covering up its own use of the vehicle and charging customers. Repeated attempts to contact the Area Field Manager (****** ******) have only been met with silence or **** responses to shut down the conversation. No details or reasoning are ever provided to justify their ************ should never assume malice on the part of others, but even if it is just negligence, I have few words to describe how utterly disgusted I am with the business protocol and practices I encountered with this company.The final charge was $144.96; I calculate the actual charge to be around $70.

  

  Business Response

  Date: 04/03/2025

  April 3, 2025
  
  BBB ID: ********
  ********************** Ref: 5212153
  
  Dear Ms. ********************* you for your concern for our customer Mr. ********************* **, our Traffic Manager for our South Bay Regional Office, followed up on the information Mr. **** provided.  She informed our office she left him a message requesting a call back. She also explained she issued a refund for $85 back to Mr. ***** **** account as an adjustment on his rental and confirmed he only traveled 22 miles with the U-Haul cargo van.  The refund can take 5 business days to post to his credit card.
  
  Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International

  Customer Answer

  Date: 04/08/2025

  
  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 have confirmed that the business has performed this action and will consider this complaint resolved.
  
  Regards,
  
  ******* ****
  
   
  

• Initial Complaint

  Date:03/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is **** ******. I have **** a customer for over 7 years with your company. I have rented a storage from you all for the better part of the past decade. I have been trying to get my storage cleaned out for the past 4 years. I have always payed by bill late or not. You all were payed. I have contacted the salem turnpike address as well as having turned you all into the BBB. I want to know why if my account was settled a few months ago. Why do you all keep charging me for something that was settled. Also I have asked over the years why you all wont take a partial payment. It would help the person trying to gey their storage back. There is no reason you shouldnt accept partial apyments. Uhaul keeps running the price up 2 and three times a year. nothing has changed with your unit. You all certainly are not putting it into pest control. So why the added fees every year? My main compalaint is I want access to my unit so I can clean it out. If you allowed partial payments this could have **** taken care of years ago. Your company wont let people pay partials. I was told that my account would settle for around 390$. Well why are you all continuing to charge if the account is settled? I could have payed that portion and gotten my things had you really settled the account. Now its gotten to were the account is out of hand to pay. All because you all dont allow partial payments. I simply want my stuff out of your unit. I will pay what I was told at 390$ to get my things out. I have had this unit much longer than I wanted it all because your company raises the rates and does not allow partial payments. I want my things, and I also want an explanation why you all wont take partial payments other than to keep peoples things. My next step is to take legal action. Uhaul is just a company that wants to fleece the average person. And frankly I am sick of it. This type of thing being allowed is whats wrong with this country.

  

  Business Response

  Date: 04/02/2025

  April 2, 2025
  
  BBB ID: ********
  ********************** Ref: 5227090
  
  Dear Ms. ********************* you for your concern for our customer Mr. ******************** ********, our President for our ********************************** followed up on the information ********* provided.  She informed our office she spoke to Mr. ****** and he will make a settlement payment of $390 and remove his items from storage on Saturday. She informed him he has 48 hours to remove items from the unit.
  
  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.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International

• Initial Complaint

  Date:03/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a truck from U-Haul for my move and forgot my wallet when I returned the truck. When I returned the next morning, they returned my wallet without my money ($200). I went to the police station to file a report. ****** ************ Officer *. ******, Badge 1274 - Report *******.

  

  Business Response

  Date: 03/31/2025

  March 31, 2025
  
  BBB ID: ********
  ********************** Ref: 5222508
  
  Dear Ms. ********************* you for your concern for our customer Mr. ********************* *********, our President for our South Central *********************** followed up on the information Mr. ******** provided.   He informed our office the security camera was checked and he spoke to the ***, who advised him he stored the wallet in question in the front office at closing time.  We have no record of money being taken from the wallet.
  
  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.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International

• Initial Complaint

  Date:03/25/2025

  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.

  Ive been renting from Uhaul for well over a year for my business. I recently tried hiring a contractor to help me transport business equipment. Unbeknownst to me, this person has a past due balance owed to Uhaul, so we were not able to complete the rental. Fast forward to Friday, March 21st. A friend and I were in the process of renting a cargo van from Uhaul, only to be informed that we are on their e-alert system. Upon investigation further using info Uhaul provided, we realized that my account has now been linked to the past due balance of the contractors account from the previous reservation attempt. I called customer service to explain the situation, only to be told (by a very rude **** that there was nothing they can do and to tell the person to pay their balance. It is frustrating and unfair that my account is now on a blacklist when I do not personally owe anything to uhaul. Ive never had a past due balance. Ive always paid on time. Ive been an excellent customer, but this seems to mean nothing to uhaul considering their draconian enforcement of this unfair policy. Theres no appeals process, no reprieve, nothing. Thats no way to do business.

  

  Business Response

  Date: 03/26/2025

  March 26,2025
  
  BBB ID: ********
  ********************** Ref: 5221083
  
  Dear Ms. ********************* you for your concern for our customers, ******************* and Sul *******, whose name is listed on the rental agreement.
  
  ***** ********, an agent in our eAlert Department, followed up on the information Ms. ***** provided and sent the following email in response:
  Dear Sul *******, Thank you for reaching out and sharing your concerns with us. We sincerely apologize for the frustration youve experienced in relation to your recent rental attempt. We truly appreciate your continued loyalty to Uhaul over the past year, and we understand how important it is to have smooth transactions for your business. After reviewing your case, we see that the issue arose from an unfortunate link between your account and the past due balance associated with the contractor you hired. We want to assure you that we are taking your feedback seriously, and as a one-time exception, we will be clearing your account from our e-alert system. Please know that we value you as a customer, and we regret any inconvenience this situation has caused. We want to make sure you are able to continue your business operations without disruption, and we hope this solution will help restore your confidence in us. We are grateful for your understanding in this matter and hope to continue providing you with excellent service in the future. If you have any further concerns or questions, please don't hesitate to reach out to our eAlert team directly. Thank you again for your loyalty, and we look forward to continuing to support your business. 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.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International

• Initial Complaint

  Date:03/25/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  U-Haul in **********, *************, decided to issue a promissory note to collect a fee that is subject to dispute. The note is invalid. The note has no signatures. The contract is under someone else's name, yet they charged my credit card $322.89 and they're still trying to charge it more than $1,000 more. The paperwork does not match up. I have contacted U-Haul headquarters and spoke with regional manager more than once in the last week. Since I'm not the person named in the contract they do not want to talk with me, but yet they want to continue trying to charge my credit card. I have not heard back on my concerns, including their actions that are in clear violation of Canadian law. I've contacted the credit card to file a dispute with them. U-Haul has acted in bad faith, provided conflicting information, and now they want to ignore my emails on this matter.

  

  Business Response

  Date: 04/18/2025

  April 18, 2025
  
  BBB ID: ********
  ********************** Ref: 5194825
  
  Dear Ms. ********************* you for forwarding ********** concerns to our office.  The name on the rental contract is listed as ****** *****.
  
  ******** ********, our Executive Assistant for our ************************************, followed up on the information Ms. ****** provided.  She informed our office Mr. ***** was not able to be reached by phone or email.  Ms. ****** allowed her credit card to be used for Mr. ****** truck rental.  The balance of the rental was put on a Promissory Note. When the Promissory Note was not paid, the Note was sent in for collection.  The credit card listed on the contract was used to pay a portion of the Promissory Note.  Our rental contract and document holder states Customer expressly authorizes Company to apply any and all additional charges, including lost rental revenue, on the credit card used to pay for the rental or on the credit card used as meaningful assurance.  Ms. ******* concerns are between Mr. ***** and herself.  U-Haul is not responsible for any arrangements made between them both.
  
  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.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International

• Initial Complaint

  Date:03/25/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have unknowingly been added as an "Emergency Contact" onto an account for a ********************** unit without my permission. Details are as follows:Yefetakyah ****** Storage Room: #**** I have a couple concerns that need to addressed by U-Haul and/or the location IMMEDIATELY!1. I never agreed to be listed as an "Emergency Contact", and being as such this location has reached out to me in an non-emergency situation by sending delinquent letters, via ****, to my place of residence. AGAIN, I never agreed to this and I should be removed upon request, which has not been done by the location and corporate, after I raised the issue with both of them. I challenge both U-Haul and the location to provide any evidence of my agreement to be the receiver of his delinquent letters and/or his emergency contact. Their idea of what constitutes an emergency is extremely subjective and unjustified.2. Per U-Haul policy, "I" as the emergency contact, have no say in whether my name is added or removed from this account. Both the location and U-Haul Corporate have denied my request of the removal of my information, citing their "Policy". AGAIN, I never agreed or was aware of the business agreement and/or policies of the company, location, and the contract between "them" and Yefetakyah ******.

  

  Business Response

  Date: 04/14/2025

  April 14, 2025
  
  BBB ID: ********
  ********************** Ref: 5244747
  
  Dear Ms. ********************* you for your concern for our customer Ms. ********************** *******, our President for our **** Orlando **************** followed up on the information Ms. ******** provided and sent her the following email in response:
  Good morning ******. I am following up with your concern about being added as an "emergency contact" on one of our customers ********************** unit. I apologize for the issue that this has caused you. The contract with your name as the emergency contact has since been closed out and you will no longer receive any letters in regards to this customer. 
  
  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.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International

• Initial Complaint

  Date:03/22/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rented the 26 foot truck, within 10 mins of our trip the cruise control completely stopped working, part way through the trip the abs light came on and traction control came on and would not go off, the brakes were not good at all, safety hazard with the brakes, the truck has not been maintained at all, on the interstate the truck keep pulling badly into other lanes, truck needs to be aligned. Asking for at least a partial refund of the rental because of all the issues.

  

  Business Response

  Date: 03/25/2025

  March 25, 2025
  
  BBB ID: ********
  ********************** Ref: 5216539
  
  Dear Ms. ********************* you for your concern for our customer Mr. ******************** ****, our President for our **************************** followed up on the information Mr. ****** provided and sent him the following email in response:
  Mr. ******, I am reaching out to you regarding your recent rental contact ********. I am in review of the contract currently but wanted to update you with my contact information. Please feel free to reach out to me direct to discuss. Thank you, ***** Rome U-Haul Company President Gainesville, ** Cell ************
  
  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.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International

• Initial Complaint

  Date:03/18/2025

  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.

  ***** install completed with multiple issues, repair work carried out poorly. **************** is non-existent.

  

  Business Response

  Date: 03/23/2025

  March 23, 2025
  
  BBB ID#: ********                                                                                                                                          

  U-Haul Ref#: 5212849
  
  Thank you for your concern for our customer, **** *******.

  ***** ****, ***************** President of Oceanside,followed up on the information Anuj provided. The resolution is as follows:  

  ***** left a voicemail for Anuj to gather more specific information, left their contact information if Anuj wanted to call him back and advised a refund will be processed. A full refund of $653.16 was submitted to the card ending in 8840 on 21 Mar 2025. Refunds normally reflect on the card within five business days.

  We apologize for any inconvenience.

  Our customers are especially important to us,and we regret to hear of situations which cause problems for them. Thank you for bringing this matter to our attention and allowing us the opportunity to offer a response.
  

  
  Sincerely,                                                                                                                                                                           

  ******** ************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************ Team                                                                                                                                                        

  U-Haul International

  Customer Answer

  Date: 03/23/2025

  I will accept the resolution only after getting my car inspected by my mechanic. If your staff screwed up anything else, possibly currently hidden from view under the bumper, I will re-escalate with BBB. If inspection is all good on Monday, then this resolution is acceptable. 

  

  Business Response

  Date: 03/24/2025

  March 24, 2025
  
  BBB ID: ********
  ********************** Ref: 5212849
  
  Dear Ms. ********************* you for your continued concern for our customer Mr. ****************** will continue to keep our file on Mr. ******** rental closed, unless we hear back from him.
  
  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,  
  ***** Palmisano  
  Sr.Field Support Representative
  U-Haul International   

  Customer Answer

  Date: 04/26/2025

  ***** **** reached out and we are trying to resolve the issue through u-haul insurance. case is not closed. 

• Initial Complaint

  Date:03/18/2025

  Type:Delivery 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 Saturday, March 15, I was sold a UHAUL Max lock for a storage unit that requires a garage key in order to gain entry to its secured location. The UHAUL Max lock is heavy-duty and unable to be removed with bolt cutters. The staff DOES not advise customers about this, and there are lower-cost effective locks that are not sold by UHAUL. After making my purchase, I came to the realization that I would be unable to remove it with bolt-cutters, and I was told to contact a locksmith and incur the cost. However, I was erroneously sold this lock for an already tightly secured unit. The staff on site (********** location) did not leave their station in order to examine the situation or provide assistance when I requested it.

  

  Business Response

  Date: 03/20/2025

  March 20, 2025
  
  BBB ID: ********
  ********************** Ref: 5211694
  
  Dear Ms. ********************* you for your concern for our customer, Mr. ******************* *******, our Executive Assistant for our Central **************************** followed up on the information Mr. ***** provided.  She informed our office ******** was contacted and advised the reasoning behind the diskus style lock.  We also offered to cut his malfunctioning lock off for free, which is set for April 3rd, with a confirmation phone call set up for April 2nd. We will provide another lock for free since the one purchased is stuck in the locked position.
  
  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.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International