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

  2315 - 36 Street N Lethbridge, AB T1H 5L1

• 

  U-Haul International Inc

  2727 N Central Ave Phoenix, AZ 85004-1120

  
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  U-Haul International Inc

  920 University Ave Berkeley, CA 94710-2023

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  U-Haul International Inc

  1555 Warden Avenue Scarborough, ON M1R 2S9

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:08/10/2022

  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.

  Product Amount ***** Container Rental (per month)$109.95 per container $329.85 (due 8/5)First Month Free $109.95 per container ($329.85)Safestor Mobile Damage Coverage *************** $5,000 $18.00 per container Edit $54.00 (due 8/5)Origin Delivery TruckDelivery $70.00 (due 8/5)Tax $6.16 I found this deal for U boxes and signed the contract below. I trusted U haul even though I felt it was too good to be true. They dropped the boxed and I filled them. Since I ordered the boxes I called many times, many times to have my delivery scheduled. They told me they had to pick up my boxes first and then they will schedule delivery. They were supposed to pick up my boxes on 8/9 and said they had a truck down. They rescheduled for first thing 8/10. I called many times on 8/10. They finally said they would pick up my boxes between 2-4 and THEN i can schedule my delivery. So they picked them up around 4ish. I called to set up delivery. I gave them my new home address. They said they could deliver the date I wanted my stuff on 8/17. They charge is $1300. WHAT ?? I went from $130 to $1300 are you reading it wrong? No Ma'am, we charge $800 shipping charge. ** don't deliver to ***** ** are in Lynwood, Can we call the people who service ***** he said No. Any other options? No You have to pay $800 shipping So they take my stuff, tell me I can't schedule my delivery until after they take my stuff. No one gives any hints to the shipping charge or not being able to deliver to ***** The rug was pulled out from under me literally. They are holding my things hostage. I trusted U Haul. It's a nationwide chain. I never expected this. oh I called the national customer service number and was on hold for 80 minutes this morning.Then I called this afternoon and spoke to ******, who listened but was not able to help so she sent me to customer service where I am on hold again for another hour and no one can help. I chatted with customer service on their website

  

  Business Response

  Date: 08/12/2022

  August 12, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3874862
  
  Dear Ms. ********************** you for your concern for our customer **********************.
  
  ***************************, our Traffic Manager for our North ******* **************** followed up on the information ********************* provided.  He advised our office they could transfer the boxes at no charge to **** on August 24th,which is the first availability with a transfer driver, and then our South Puget ********************* out of Auburn can schedule the delivery for **********************.
  
  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:08/10/2022

  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.

  We reserved a truck and an auto transport (AT). In our confirmation call we were told the AT would be at ND a 36 mile/1.5 hour drive, round trip. We got the truck on 7/18. The * agent called ND office to verify the AT was ready. He was told the *** were late and not available. He asked ND agent to call us when the AT was available. We didnt hear from ND, so we called ND and went to the 800 number then waited on hold 20 min. The agent said ** office messaged ** at 8:30am to say the transport was ready. We said we didnt receive a text and were in the * office at that very time and told by ND agent, no transports were available. She transferred us to ND office. ND agent said the reservation had been cancelled at 8:30am. We said we didnt cancel the reservation and at 8:30am we were told ND would call when an AT was available. He said they had an AT available and would make a new reservation but the rate had doubled. We said we did not think the price was acceptable as we didnt cancel and was waiting all day for a call to get it. He reopened the cancelled reservation at the original price. Due to the phone wait, rebooking, distance, we werent able to get the AT before closing on July 18. We had asked about using our pickup to get the AT and were told OK. July 19 we got to ND and were told no we cant use our pickup. We then drove home and returned with the Uhaul. We were given $50 reservation guarantee and $9. At returning the Uhaul we were told everything was OK and later charged $7.66 for fuel. We received the $7.66 refund. I am requesting a partial refund of 30% on our truck/AT costs. The AT wasnt available until 24 hours after our agreement. We wasted time making a trip to a distant Uhaul, because of incorrect information Uhaul gave us. Delays meant we had significant adjustments to our move (moving help, hotels, key pick up at apartment, etc) - a great inconvenience to us. The refund requested is $943.22. Clearer, full details are attached.

  

  Business Response

  Date: 08/23/2022

  August 23, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3846459
  
  Dear Ms. ********************** you for your concern for our customer *******************
  
  ***********************, our President for our Inland ************************** followed up on the information ***************** provided.  He advised our office a refund for the requested amount of $943.22 was issued back to ******************** **** account as an adjustment on his rental.  Refunds can take up to 5 business days to post to a credit card.
  
  Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
  
  Sincerely,
  *****************************
  Executive Assistant
  U-Haul International

• Initial Complaint

  Date:08/09/2022

  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.

  We rented fron Uhaul. The truck we were given was filthy inside and had less than half a tank. *** told us if we went less than 300 miles the charges would be amended to less than $600. We drove 288 miles (junior didnt bother to look at truck when we returned it) we had washed the truck inside and out and there was almost a full tank. We left and found a $49 charge at the bank. The next morning they charged us again$600. This uhaul business has no good reviews, all bad. Most reviews are for overcharging.

  

  Business Response

  Date: 08/12/2022

  August 12, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3873260
  
  Dear Ms. ********************** you for your concern for our customers, ******* and *********************.
  
  ***********************, our President for our Inland ************************** followed up on the information **************** provided.  He informed our office he was not able reach Mr. or **************** at the telephone numbers provided, but did send them an email advising them of a refund for $100 he issued back to their **** account as an adjustment on their rental.  Refunds can take up to 5 business days to post to their 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:08/09/2022

  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.

  I rented a **************************** equipment from this location on 6/1. While at the location it was trouble with the system and putting in our information and payment. She was having a hard time processing everything because the system was acting up. Everything finally went through and I was able to be on my way. After everything was safely returned, I noticed that the hold they placed on my card wasnt being returned after the 5 business days. I called and the representative reassured me that the hold would come off. After waiting a few more days and realizing nothing was changing, I contacted my bank. My bank did a reversal of the hold back into my account. However that was in June and were now in August and my bank then took out the hold of my account because they couldnt resolved the issue with Uhaul. I just want my money back!

  

  Business Response

  Date: 08/10/2022

  August 10, 2022
  
  BBB ID#: ********
  ********************** ID#: *******
  
  Dear Ms. ********************** you for your concern for our customer *********************
  
  Our records indicate there was only one charge for $139.09 applied to ********************** **** account, which is the total of the rental charge.  If there was a hold on her account, it has since dropped.
  
  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: 08/10/2022

  The hold was never recovered by my bank. Uhaul still have the money because the girl at the place charged it as one full charge instead of the correct way. I never received my money and want it back! My bank tried numerous times to get the money back from Uhaul and they rejected the claim! 

  

  Business Response

  Date: 08/11/2022

  August 11, 2022
  
  BBB IUD#: 17693487
  U-Haul Ref#: 3873000
  
  Dear Ms. ********************** you for your continued concern for our customer *********************
  
  As explained previously, our records only show one charge was applied to ********************** **** account, which is $139.09.  A hold would normally drop in 3-5 business days.  If not, ******************* can go to the following website to fill out the Bank Hold Form to get this corrected:
  https://www.uhaul.com/BankHold/
  
  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:08/09/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a trailer for a one-way trip from U-Haul on July 29th and experienced a major failure, due to U-Hauls negligence. My original contract number is ********, subsequent contract number ********, and final contract number is ********. One of the trailer tires blew out on the interstate approximately 294 miles away from my destination. I immediately contacted roadside assistance concerning the issue and sent them photos. I explained to them that I needed 2 new tires as both of the tires were completely dry rotted. When I told them the size I needed, they didnt believe me so I had to send a picture of the tire size. They said the tire size on the trailer was not correct they were supposed to 14 inch and these were only 13; they indicated these should have been changed out years ago. They determined the trailer was going to have to be towed to a U-Haul location and I would have to transfer my load to a new trailer. I had to wait on a tow truck to come and tow the trailer to a U-Haul location. When I arrived to the U-Haul location, they had no idea what was going on. They made me do a new contract and pay again. I tried to explain to them I wasnt supposed to pay again but they had no idea what I was talking about. After I got everything transferred and had already left, someone from roadside called me and asked me to go back to the U-Haul location so they could re-do the contract again. So I had to go back there for a second time.The date code on the blown tire indicates the tire was manufactured in September of 2013, nearly 9 years ago! That is completely unacceptable. Im very upset that U-Haul would rent out such unsafe equipment and jeopardize my life, as well as other peoples lives that were traveling on the interstate that day. This also caused me a 4 hour delay on my trip and I had to drive in the dark.

  

  Business Response

  Date: 08/13/2022

  August 13, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3873255
  
  Dear Ms. ********************** you for your concern for our customer ***************
  
  *******************, our President for our ******* **************** followed up on the information ************** provided.  He informed or office he issued a refund for $112.75 back to **************** **** account as an adjustment on his rental.  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: 08/16/2022

  I did receive refund confirmation email; however, he did not address the $100 payment that I was supposed to receive for transferring my load myself to another trailer. As per the transload agreement I signed, U-Haul is supposed to pay me $100 for transferring my load. I have not received that payment still and **** did not respond to that issue.

  

  Business Response

  Date: 08/22/2022

  August 21, 2022
  
  BBB ID#: ********
  ********************** Ref#: 2873255
  
  Dear Ms. ********************** you for your continued concern for our customer ***************
  
  *******************, our President for our ******* **************** reviewed **************** recent comments.  He issued a supplemental refund for $100 for the transload back to his **** account.  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:08/08/2022

  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 August 4th, I made a reservation and paid $300 for a UHAUL trailer to be picked up in **********, **. I received a call yesterday, August 7th, from the location letting me know that THEY messed up and made a mistake and they rented out the trailer we had reserved. After driving around, we were able to get a gentleman in ***********, ** to reserve us a trailer that was several hours away because he would not allow us to rent out a trailer on the property because it was already reserved for someone else. (Very interesting to me that you won't rent it to us because it is reserved, but you will rent the one we reserved to someone else). He told us that UHAUL made a mistake and we were out of luck. I called and spoke with someone this morning and she reserved one for ** in ***********, **. After calling the place, they confirmed that they did not have the trailer, so we were back to square one. I then called back and had to work with one of the RUDEST and disrespectful individuals, a supervisor of yours. She refused to let me talk to anyone higher than her, she was incredibly belligerent and kept interrupting me. She did not like it when I called her out on that, and I ended up ending the call because I do not have to be treated in that way by a company. Her name was Monteek, I believe. Your employees truly do not care and it is absolutely disheartening. I would like to speak with someone about this as there is more information to provide, but not enough room in this box. We have been given so many reservation numbers, but you should be able to find the reservation under the name ************************* and reservation number ********

  

  Business Response

  Date: 08/13/2022

  August 13, 2022
  
  BBB ID#: *******
  ********************** Ref#: 17689596
  
  Dear Ms. ********************** you for your concern for our customers, *************************** and *************************, whose name is on the rental agreement.
  
  *****************, our President for our Eastern **** **************** followed up on the information ******************** provided.  He informed our office he spoke to ****************** and discussed his concerns.   He went over the rental restrictions and how our reservations work with ******************.  A refund for the $50 Reservation Guarantee Fee was issued to their American Express account along with the trailer rental fee as an adjustment on their rental.  ********** provided his call back number in case they needed assistance in the future.  Refunds can take up to 5 business days to post to their 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:08/08/2022

  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.

  July 29, 2022 picked up 20"t U-Haul truck from an affiliate -******** **. Loaded over the next few days departed July 31 for ****** **. Truck had some front-end vibration noticed once we were at highway speed - ***** MPH. We were 3 hours into the trip, stopped for gas and got back on the highway. Vibration became severe - slowed the right passenger-side tire blew. Left stranded on 295 SB South of Richmond **. Wheel had almost completely come off - 3 lugs loose and one bolt sheered off. Call the U-Haul Emergency number - on hold for 90 minutes before being disconnected. We called VA ************ to come to assure our safety just off the Interstate, in dark & rain. They called a wrecker to come tow us. We redialed the U-Haul Emergency number several times not connecting until towed to a hotel 3 hours later. U-Haul provided no help & asked that we call back at 7 AM the next day. I called wrecker company early the next day asking if they could repair the truck. They refused to look at it until U-Haul would pay the tow and storage cost. Called U-Haul - got the run around saying they needed manager approval. Finally got approval. Was told repair would be compete at noon. Meanwhile I asked U-Haul to find a replacement truck in case the repair was not successful. Got an uber ride to the wrecker shop. Test drove truck the same vibration problem existed. Called U-Haul asking for replacement. Their wrecker came, towed us to replacement. That truck was being repaired. Called-texted ***** times. Never responded. Tried looking for a U-Haul replacement at the nearest central facility. There were no trucks. Called a competitors company (Penske) , $600+ over the U-Haul price had a team move the contents and left at 6pm that night. Paid 2 nights of hotels $139.95 and $137.25. Had to hire movers in ** to empty truck because of lost day $379.39 cost. U-Haul has offered credit. Has not yet come. I asked for payment of other costs. No reply

  

  Business Response

  Date: 08/12/2022

  August 12, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3854779
  
  Dear Ms. ********************** you for your concern for our customer ****************.
  
  ***************************, our Traffic Manager for our Northwest ******** **************** followed up on the information **************** provided.  He informed our office, in addition to the refund previously issued for the rental, he issued a supplemental refund for their hotel expenses and the difference between the Penske truck and the U-Haul truck.  The supplemental refund for $412.62 was issued back to ****************** **** account and should take up to 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.
  
  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:08/08/2022

  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.

  My Fiance (*************************, the account is under his name) and I used Uhaul services to move from **********, ******* to *************, **. We purchased a UBox and used their Moving ************ to get connected to movers. The Moving Help Movers brought four UBoxes to our ********** apartment on July 27 and loaded up all of our stuff. The boxes had a "guaranteed delivery" date of Aug. 6, and we scheduled Moving Help movers to unload our stuff in ** on Aug. 7.Aug. 6 comes and our boxes haven't arrived yet. No one at Uhaul can tell us where our boxes are. We had to cancel our moving service and now have no one to move our boxes once they do arrive because of Uhaul's error (these services book out a month in advance so you can't just reschedule for the next day). To make matters worse, today Aug. 8, we find out our boxes are still in **********! And they can't give us any information about when they will actually ship.We have spent more than 10 hours on hold and on the phone with Uhaul customer service reps who don't know anything and can't help us. We have been sleeping on the concrete floor for almost two weeks now an OK sacrifice for one week but we can't do this for months. We need our stuff and no one at Uhaul is being any help. How can a business sell promises and not deliver?

  

  Business Response

  Date: 08/11/2022

  August 11, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3870550
  
  Dear Ms. ********************** you for your concern for our customers, ***************************** and *************************, whose name is on the transaction.
  
  *********************************, our Traffic Manager for our Central ******* **************** followed up on the information ******************** provided.  She informed our office she left a message for them offering an apology and requested a return call.  She will explain we will reimburse them $50 per U-Box for each day we are late on the delivery.
  
  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:08/08/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It has come to my attention twice that there is a serious ethical issue with this location under the Uhaul brand name. Two months ago, I reported that the location increased prices without informing me that the prices were increasing. I was directed by a phone rep that I would have to address with the manager on site. She was quick to generate an email she says was sent disclosing the increase in price. (The policy requires 30 days advance notice, an attempt is no guarantee of delivery). However, this email went to junk mail. The burden of proof is on the company to disclose these matters and an email is not sufficient enough to prove that burden. However, I let that slide. However, two days ago after sorting through my belongings in storage. I realized that my ******** 60" was stolen. I believe the vandalism with the lock indicates a forced entry. I have filed a claim. Although this matter is being handled by the insurance provider, this location has major integrity issues. My original contract was signed 8/28/2016 which means that I regularly visit and take inventory on what is in my storage. Upon review, the reviewer will see the price was increased. I did not share this information with the team at this location because it is beyond evident that their training is poor, communication is poor, and integrity is nowhere near what it needs to be to operate a successful business representing the Uhaul brand. I have had previous services with other Uhaul sites and none were lacking the way this location is. I am writing about this because even by phone no one knows just where to transfer you to speak to the right person; another training opportunity. Although their intent may have been that I get derailed or discouraged from sharing this experience by pretending they do not know who I should speak to. I have filed a claim outside of Uhaul so someone in the organization can finally respond appropriately about the lack of integrity with this specific location.Thanks.

  

  Business Response

  Date: 08/24/2022

  August 24, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3887813
  
  Dear Ms. ********************** you for your concern for our customer *****************
  
  *******************, our Storage Manager for our Southern ********* **************** followed up on the information *************** provided.  She informed our office she spoke to **************** and addressed her concerns.  Please be advised there is no evidence of the tampering of ****************** lock on her storage unit.  Our GM of the storage facility inspected the unit and lock upon ****************** claim of the theft of her TV.  We found no signs of damage to the lock, the unit or any forced entry.  U-Haul has no access to a customers unit.  She should have contacted the police immediately, but did not.  We have had no recent break ins or attempted break ins at this storage facility.  Regarding any rate increase, we notify each customer by mail and email 30 days prior to the increase.  She can also access the information through her online storage account. ************ did verify ****************** address and found it to be correct on file.   The issue does not warrant any type of refund.
  
  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: 08/24/2022

  The manager called and stated that she was calling because of the BBB and she represented the company poorly. At this level, a professional assess the situation and responds by stating what the plan is moving forward. She also lied about me receiving a letter and an email. Those things were entered after I addressed them with her at the designated location. If the manager has poor ethics; it is not surprising that the employees do as well. She called because my contacting the BBB was the reason, she had no solution and did not properly assess my situation. She is lying and has probably done it to more than just myself. I would like to see a leader with some integrity in place or at the very least train leaders how to adopt some integrity.

  

  Business Response

  Date: 08/30/2022

  August 30, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3887813
  
  Dear Ms. ********************** you for your continued concern for our customer *****************
  
  *************************, our President for our Southern ********* **************** reviewed ****************** recent comments.  He informed our office he spoke to **************** and listened to her concerns.  He offered his apology for any miscommunication she experienced.  He also apologized for any disrespect we showed her in any way and assured her he would discuss the issue with his GM and Storage Manager to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.  Based on the information we have in her storage account, an email was sent to **************** on March 17, 2022 notifying her of the rate change.  That same day, a letter was also mailed advising her of the rate change.  He confirmed her email and mailing address as being correct on file.  She relayed she resides in *******, but she has her mail forwarded from her *********** address to her in *******.  ************** mentioned this was the first rate increase she has had in the last 6 years.  He thanked **************** for her business and said he hoped we can positively move forward in working together.
  
  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:08/07/2022

  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.

  Total charge ***** yes the uhaul company is trying to rip me off and I spoke with a lady named ****** about this situation they charged me 100$ and there was no security deposit involved Im attaching a copy of the original agreement with uhaul but I gotta say Im am very angry with this company they also are trying to charge me for equipment I did not use its all noted in the agreement Im attaching they owe me my money back and now they are trying to charge me yet again for their mistake hopefully you are able to mediate this inconvenience so that I may receive my money back I dont understand why I paid 100$ to begin with the contract was for ***** and no where on this contract does it say a deposit also Im attaching what they are trying to charge me for which makes no sense because of the fact that I never used anything but the uhaul

  

  Business Response

  Date: 08/20/2022

  August 20, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3886960
  
  Dear Ms. ********************** you for your concern for our customer *******************
  
  At the time of rental, estimated rental charges were $64.97.  $100 was collected to cover the estimated charges at time of dispatch.  Estimated miles was 15 miles.  Actual miles driven was 92 miles.  At time of return, there was a balance owed for $49.58.  Breakdown of charges were as follows: $29.95 for 15 truck, $81.88 for 92 miles @ $0.89 a mile, $1 Environmental Fee, $5 Utility Dolly, $5 Furniture Pads, $14 for Coverage,$12.75 for Tax = $149.58.  ******************** credit card was declined when we attempted to charge him the balance of $49.58.  A Promissory Note was generated and sent in for collection.  A $30 Service Fee was applied by our ********************** and ******************** **** account was charged $79.58 on August 12th. 
  
  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: 08/20/2022

  I did not rent any of those items that is being said its on the contract the owner of the uhaul location in Kennet can verify they owe me *****

  

  Business Response

  Date: 08/24/2022

  August 24, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3886960
  
  Dear Ms. ********************** you for your continued concern for our customer *******************
  
  *********************************, our President for our North ************ **************** reviewed ******************** recent comments.  She informed our office ******************* Promissory Note will be decreased by $10, which was the charge for the pads and dolly.  All other charges are accurate.
  
  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