Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
Business Profile

Truck Rentals

U-Haul International Inc

Complaints

This profile includes complaints for U-Haul International Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

U-Haul International Inc has 2303 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Country
    Please enter a valid location.

    Customer Complaints Summary

    • 2,088 total complaints in the last 3 years.
    • 591 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/04/2022

      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 July 19, 2022 I rent a car dolly from uhaul for $100.70 to tow my vehicle home after my transmission blew. After returning it to the uhaul location in ********* ******** by my house I noticed a second charge on my credit card from uhaul for ******. I called on July 30, 2022 for inquire about the charge. The costumer service lady told me it was in correct and would be returned by Tuesday August 02 2022. As of today August 04 2022 the unotherized charge still has not been returned I've been on hold over 3 hours with uhaul and they're saying I bought moving equipment for the $****** yet can't provide me with a signed receipt or video of me leaving with $****** in moving equipment and are refusing to reimburse me for they're mistake.

      Business Response

      Date: 08/10/2022

      August 10, 2022

      BBB ID#: ********
      ********************** Ref#: 3848194

      Dear Ms. ********************** you for your concern for our customer ************.

      A Refund for $105.21 was issued back to Mr. ***** Master Card account yesterday.  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:08/04/2022

      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 setup a rental online on 8/1/22. Upon going to pick up the trailer, I was told that I'm on an E-alert. Upon calling multiple numbers, I was referred to the insurance arm for U-haul. They informed me that I can no longer rent from the company but would NOT tell me why. This is the complaint I have with the company. 1. I don't know why I have been removed 2. I feel that as a customer and a citizen, if there is a judgement against me then I need to be able to know what it is.3. U-haul has not provided any information.4. In December 2021, a trailer I was renting was hit by another driver at no fault of mine. a. I called then to find out where to send the crash report, but was told that I did'nt need to do that. b. I still have the report. c. The self-return option did not work in a rural area, but I was let in by the facility owner. d. When I call U-haul's call center, I was informed that if I have insurance (I did), then the incident was OK.I'm attaching the last 4 rentals and the accident report from the 12/2021 rental that *** have precipitated the refusal of service.

      Business Response

      Date: 08/11/2022

      August 11, 2022

      BBB ID#: ********
      ********************** Ref#: 3870626

      Dear Ms. ********************** you for your concern for our customer ****************.

      ***********************, our Traffic Manager for our Western ******* **************** followed up on the information *************** provided.  He informed our office he contacted **************** and advised him he had removed him and his son from eAlert and there is no balance owed.

      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:08/04/2022

      Type:Billing 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.
      **************** reps seem to not know how to answer ANY questions regarding additional charges incurred and why charges were placed. I rented a Ubox and stored it at the location. There was no Ubox in my neighborhood Uhaul only the neighboring city. I was not told that there would be an EXCESSIVE delivery charge once I got to my location ($99 from *******, ** to ********, ** but $371 from *******, ** to ******, **). When asked why I was being charged for another month's storage I was told "It is what the system says, and I can't move forward until you pay". I was transferred to another rep who then told me that I had to wait 24 hours to access the storage after I had JUST been told that I could today. All of this is AFTER my billing for the shipping and use of the container changed. The reps kept saying you received a contract...EXACTLY so why even online did my total change? And why are the circumstances changing now????

      Business Response

      Date: 08/08/2022

      August 8, 2022

      BBB ID#: ********
      ********************** Ref#: 3864442

      Dear Ms. ********************** you for your concern for our customer Ms. *************************************** our Executive Assistant for our Central *********************** followed up on the information Ms. ****** provided and sent her the following email in response:
      I have reviewed your letter to the BBB in *******. Each location establishes their own delivery rates for their area. I do know that with inflation being so high and the fuel rates at almost record levels, delivery rates have increased also. In our area, we have had a couple of increases. You would have to contact the ************************* ************** about their rates. However, in reviewing your shipping rate, you were overcharged. The overcharge was a result of changing from 2 boxes going to Georgia to one box. Also, rates were changing at that time, but you should have gotten the rate for one box at the time you made your reservation. You were charged $3,400.00 for shipping. The correct charge should have been $1,938.00. The other issue complicating the matter was the fact your credit card kept declining for the shipping. Since the over charge resulted in a Promissory note I will also waive the $30.00 penalty that was charged. We will be issuing a credit of $1,492.00 back to the **** card that ends in ****. I apologize for any inconvenience this has caused. We will process the refund and you should see it back on your card in 5 - 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.

      Sincerely,
      *****************************
      Executive Assistant
      U-Haul International

      Customer Answer

      Date: 08/08/2022



      Better Business Bureau:


      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      I also sent the following response to the business.

      Thank you very much for your response. This move has been trying for me (everything that could've went wrong did) not that you were interested in hearing that I am just an open person. I am saddened to hear that I was overcharged but happy that it has been corrected. I will contact the GA ********* at the number that you have given me just to ask about their delivery costs. I am more satisfied that someone gave me a solid answer than the responses that I had received.

      Regards,


      ***************************


       
    • Initial Complaint

      Date:08/03/2022

      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.
      We rented a uhaul from Macs in ********* ************ at 8am on June 11, 2022 and returned it same day at 4:35pm. On August 2nd Uhaul took $86 out of our account without asking/telling us then 1 day later they notified us saying it was a parking ticket that we received at 9:35am on June 11. I called Uhaul on August 3rd and asked for a copy of the citation so they emailed me one and it said the violation happened on *********************** in ************. Which is impossible because we were in ********* ** the whole day. The lady I spoke with said I had to take the complaint up with the people that issued the citation. I dont think Uhaul shouldve been able to access our account without permission first. I dont know how to dispute something that never happened. We just want Uhaul to be held accountable and refund our money.

      Business Response

      Date: 08/07/2022

      August 7, 2022

      BBB ID#: ********
      ********************** Ref#: 3861755

      Dear Ms. ********************** you for your concern for our customer ******************.

      Our records indicate a refund for $86 was issued back to **************** account.  Refunds can take up to 5 business days to post to a credit card.

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

      Sincerely,
      *****************************
      Executive Assistant
      U-Haul International
    • Initial Complaint

      Date:08/03/2022

      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 July 6 I rented a uhaul and transport trailer from ******* **. I picked up the uhaul with no really issues except the lady said she didnt really have time to clean it. The most noticeable issue was a giant burn hole in the middle seat, window inside was Smokey and it smelled like wet dog. She indicated that she had driven it back from ***** with her dog. After driving the uhaul for 6 hrs I pulled into a rest stop and noticed my ankle was swollen red and itches liked crazy. After inspecting my leg I had bites all over it. I then looked went through the cab of the truck to find mounds of dog hair behind the seats, bugs and an ** magazine loaded. I took pictures of the bug to magnify them and they were fleas. I called the location I rented the uhaul from and the response I received from the man on the phone was not my problem once the truck leaves my lot call a uhaul in ******** and they will have to deal with you . I then proceeded to call and drive to three different locations because no one would answer the phone when I called. I did reach a dealer and the man on the phone was rude and basically said what is the real problem fleas are not that bad what do you want me to do the place you rented it should refund your money and bring you a new truck. I then called the road side assistance because there is no option on the **** number to speak with a person. The gentleman on the phone was very nice and was the first person how said Im so sorry. He got his manager on the phone and she said she really couldnt help but would put in a ticket and have it high priority to see what the ** could do to help. I was informed I needed to call the local police to turn over the ** magazine I did so and waited 4 hours in a 105 degree heat for the officer to show up. She also suggested I fumigate the truck get a hotel and save all the receipts so I could be refunded and reimbursed for the truck and the supplies. I fumigated the truck.

      Business Response

      Date: 08/07/2022

      August 7, 2022

      BBB ID#: ********
      U-haul Ref#: *******

      Dear Ms. *********

      Thank you for your concern for our customer **************.

      *************************, our Executive Assistant for our Inland ************************** followed up on the information ************** provided and sent him the following email in response:
      Good Morning *********, First I'd like to thank you for taking the time to reach out to us and let us know about your rental experience.Your feedback is invaluable in training our locations and providing the superior customer service you have come to know and expect from U-Haul. Please rest assured that the Area Field Manager in charge of the Palouse ************** location has reached out to the manager there to provide better training regarding the condition our equipment should be dispatched to customers in. We are both very sorry that the equipment you received was not as clean as it should have been. Please accept the refund processed to the card ending in **** this morning, as a token of our appreciation of you, our customer, and our sincerest apologies. Keep an eye on your credit card statement, as refunds are processed immediately through our system but per Federal Regulations, can take your financial institute up to 5 business days to credit to your account.Please let me know if you have any further questions or concerns via email at *********************************. Thank you again for reaching out to us. Sincerely, ******************************* 703 Executive Assistant

      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:08/03/2022

      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.
      On Wednesday 08/03/22 at 2pm we contacted U-Haul to make a reservation for an 8' pickup truck and auto transport trailer. The pickup truck and auto transport trailer were confirmed under reservation number: ********* with a pickup date of Friday 08/05/22 at 7pm and a return date of Saturday 08/06/22 at 7pm. On the same day Wednesday 08/03/22 at approximately 7pm a text was received from U-Haul indicating the pickup location was changed and the rental time frame was shortened to Friday 08/05/22 evening only from 7pm to 11pm. We contacted U-Haul three consecutive times with over a ***** minute wait time each call. After explaining the information we received in the text from U-Haul the following Representatives: **************************, and ******* all indicated they can not assist us and disconnected the call without providing assistance. We have spent thousands of dollars at U-Haul over the past year renting equipment and the service we received is unacceptable. After confirming we had a truck and auto transport trailer reserved, we made a commitment that is going to cost us thousands of dollars if we do not have the rental equipment available during the time we reserved. We would like a resolution to this matter and to ensure that no one ever has to experience the rude and inconsiderate behavior provided by the U-Haul Representatives. The U-Haul brand name use to mean something and was there when people were in need.

      Business Response

      Date: 08/07/2022

      August 7, 2022

      BBB ID#: ********
      ********************** Ref#: 3861830

      Dear Ms. ********************** you for your concern for our customer ***************

      Ean *********, our President for our ************************* **************** followed up on the information ************** provided.  He informed our office his ****************** contacted ************** and scheduled for her to pick up a 15-foot truck and auto-transport in Greenville.  Upon her arrival she decided the truck was too big and canceled the reservation.  ********************* issued her the $50 Reservation Guarantee Fee back to her **** account.  Refunds can take up to 5 business days to post to a credit card.

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

      Sincerely,
      *****************************
      Executive Assistant
      U-Haul International

      Customer Answer

      Date: 08/07/2022

      I drove 45 minutes out to Greenville, ** to pick up a 8 pickup truck and auto transport as that is what I was advised by scheduling. Upon arriving at the neighborhood U-Haul dealer in **********, **, I was advised my 8 pickup truck was changed to a 15 box truck. I received a call from a U-Haul supervisor while I was at the U-Haul in **********, ** and I informed the supervisor I reserved an 8 pickup, not a 15 box truck. The supervisor then advised me the 15 box truck will get the same mileage as the 8 pickup truck, which is false. I advised the supervisor that U-Haul not only screwed up my initial reservation a second time by providing me the wrong towing vehicle, but they also cost me 1.5 hours out of my day as well as fuel. The supervisor advised the only thing he can do is refund me $50, which I never agreed too. This situation has cost me time, money, hardship, and fuel. No one should ever be placed in the situation I had to experience through U-Haul. Even though I am just a single person and U-Haul is a large corporation every customer should be treated like a VIP, not like they are an inconvenience. If a customer is given a reservation for the equipment they asked for, then they should be provided that equipment. I am truly disappointed that U-Haul does not value its customers like it use too.

      Business Response

      Date: 08/10/2022

      August 10, 2022

      BBB ID#: ********
      ********************** Ref#: 861830

      Dear Ms. ********************** you for your continued concern for our customer ***************

      Ean *********, our President for our ************************* **************** reviewed Ms. ****** recent comments.  When ************** made her reservation,it was communicated to her a local U-Haul representative would call her by 6pm the following day to get an agreement on and schedule available time, equipment and location.  ********************** relayed she was called by his Traffic Team a few times and spoke to her the afternoon after she made her reservation and scheduled her into a 15 box truck and auto-transporter in a nearby town.  ********************** also reached out to her before the pick up to verify everything was okay.  ************** called ********************** back at the time of dispatch and said she did not agree to a 15 truck.  He advised her he would provide the $50 Reservation Guarantee Fee to help with gas.  The call ended with ************** stating she would call back if it didnt work for her.  ************** chose not to take the available equipment we had for her to make her move.  ********************** asked that his apology be relayed that we could not come to a more amicable resolution.

      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:08/03/2022

      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 recently moved from ********, ** to ***********, ** on 13 Jul 2022 and have encountered nothing but a complete and utter breakdown of UHaul as far as communication and the ability to effectively move out household goods to completion. It has been a nightmare. It started with the planner on the web site for the UBox system which we decided to use to move our two bedroom home. The estimate stated we would need 4-5 containers to move our goods. This ended up being half of what we needed and actually used 11 UBoxes (reservation #******** & #********). Not sure why UHaul decided to break up these UBox reservations into 10 and 1 UBox. We also contracted moving assistance through UHaul and that has also been a total nightmare. The first company, Full ***** Movers from **** showed ** in ** on packing day with two old pick up trucks which were both in terrible shape, rusted out and only came with two UBoxes. They showed up at 2pm which was very late, only loaded the two UBoxes, had one truck break down, and couldn't finish . After calls to the regional and local UHaul offices, one of the managers found Diversity Moving, to complete our packing. We ordered more UBoxes since out original reservation was for only 4-5 boxes. Diversity arrived on Thursday, the 14th of July. The complaint is that they decided on that Thursday that they were done for the day at 7:30pm and couldn't do anymore. They left 3 tvs, a lawn mower, a treadmill, an entertainment center, a couch, as well as all of our Rubbermaid outdoor furniture. Thousands of dollars worth of household goods that they never packed and we had to leave for new home owners. Now we have 10 boxes arrived and unloaded thanks to local movers in **. We were promised last remaining UBox on 29th July, then 31 July, and 1 Aug. We've called many times to UHaul to find out where this last box is. No firm answers as to where our last box containing thousands of dollars of things is at. Why?? Is this any way to run a corporation?

      Business Response

      Date: 08/08/2022

      August 8, 2022

      BBB ID#: ********
      ********************** Ref#: *******, 3861668

      Dear Ms. ********************** you for your concern for our customer *********************

      *********************, our President for our ********** **************** as well as our Moving *************** followed up on the information ******************** provided.  A refund for $1,096 was refunded by Moving Help back to ********************** **** account on July 14th for the incomplete service despite the Payment code being released by *********************  For the inconvenience Moving Help and U-Haul paid for the second helper to finish the delivery and loading of the **Boxes.  **************** also explained to ******************** a carrier can only hold 10 **Boxes, therefore, the 11th box was shipped separately and relayed $50 will be paid per day for late 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

      Customer Answer

      Date: 08/09/2022

      The response from UHaul is not complete in that it does not address that I paid Diversity Moving directly $2,027 on 13 July after being told by them that I owed the money. Attached are red sleeper sofa we left behind along with 65 tv. Other photo shows entertainment center and 75 tv they refused to load because of liability issues. I emptied gas from self propelled mower but they wouldnt load, left ***** treadmill. And outdoor furniture on patio that they never loaded. Had to get son in law to pick up some, others negotiated with new home owners to take. Not sure how they paid for second moving company. Other issue is, that today is 9 August and we still have not had last or 11th pod delivered to our home. This ********** segment of the move was a complete disaster. The crew at *********** was wonderful, but even had to write them an additional check for *****. This move was well over 11k in total. 

      Business Response

      Date: 08/30/2022

      August 30, 2022

      BBB ID#: ********
      ********************** Ref#: *******, 3861668

      Dear Ms. ********************** you for your continued concern for our customer *********************

      Our ********************** *************** spoke to ******************** by phone on the day of the move and paid for his entire move in ************ on the date of service.  The moving help service provider that was provided is not named Diversity Moving,but Big Movers.  Moving Help has no service provide under the name Diversity Moving.  If ******************** used a company by that name and paid them, it was not an arrangement made through Moving Help.  ******************** would need to address any issues with that company direct.  Since a full refund has already been issued by Moving Help, no further refunds will be issued.  In regards to the helpers in ******* that ******************** stated he had to pay an additional $1200, the original order they placed was $1000 for 5 U-Boxes.  If they actually had 11 boxes, they would have had to pay the helpers for those additional services and Moving Help will not issue a refund for that extra amount. 

      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:08/03/2022

      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.
      UHaul Used Deceptive pricing when scheduling UHaul Ubox Service.Details: Original Transaction Date: May 10, 2022 Order Number #******* Original *********** Transit Quoted price for two boxes on May 10, 2022: $2,390.00 When scheduling my box back in May (ahead of schedule), I specifically searched for quotes on one and two boxes. If I recall correctly, one box was approximately $1400 and two boxes was $2400 as was quoted. I reviewed the Uhaul FAQ which specifically states you will not be charged for boxes that you do not use. An average consumer would assume that the price would drop significantly if the consumer decides they only need one box instead of two. I reserved two boxes just to be safe. Fast forward to my service. I was charged $2,155.00 to have one box shipped where originally, I was quoted roughly $2,400 for the gentle ride service. I was CHARGED current rates simply because I changed my box count from two to one. My gentle ride charge was not prorated from my original quote date. For reference, I uploaded examples of same load from Auburn, ** to *********, ** using one and two boxes. One Box has a gentle ride shipping cost of $2,155 (What I ended up paying)Two Box quote is $3,990. It is clear as day that there is a significant difference when moving two boxes versus one, as it should. My issue is that I was essentially punished and mislead that my quote would have gone significantly down if I used one box versus two. My **** only went down $235 dollars when in my mind, should have gone done roughly 45%.I have tried multiple times trying to get in contact with the business to resolve the issue but to no avail. My calls, chats, and emails go without a response. UHaul, please make this right and adjust my billing. There is no reason why I should be punished for using one box instead of two. When making the adjustment to one box, I was charged current rates instead of when I received my quote back in May.

      Business Response

      Date: 08/07/2022

      August 7, 2022

      BBB ID#: ********
      ********************** Ref#: 3861605

      Dear Ms. ********************** you for your concern for our customer ********************.

      Our records indicate a refund for $800 was issued back to Mr. ********* Master Card account on August 4th as an adjustment on their move.  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: 08/07/2022


      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:08/03/2022

      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 a one way U haul truck from ********** ** to *******. The truck was picked up at ************************************************************. The truck was returned Aug 1, 2022 at ********************************************************. The truck was inspected at time of return 8/1/2022 5:25 pm and 2 agents told ** we did not owe any additional charges. 2 days later my credit card was charged for cleaning fee for $26.82 by Uhaul ************* located on ****************************************************. The truck was cleaned and nothing was left in the vehicle. The truck was left cleaner than we picked it up. This is a scam and this business is running shady business practices.

      Business Response

      Date: 08/15/2022

      August 15, 2022

      BBB ID#: ********
      ********************** Ref#: 3858059

      Dear Ms. ********************** you for your concern for our customer **********.

      Our records indicate a refund for the cleaning fee was refunded on August 3rd back to ************ Discover account.  Refunds normally 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:08/02/2022

      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.
      This is my second complaint about the same series of incidences with UHAUL and their local dispensing unit Migard Self Storage in ******** **. UHAUL International responded to my previous complaint and said I would get one free day plus a 50 dollar credit. However, Migard Self Storage does not recognize or acknowledge it and have sent ****** to collection which includes a ***** late fee. I do not owe UHAUL anything at all. I already paid $136.50 and that is more than enough. This whole transaction has been a nightmare. I run a small charity and had plans to use the Uhaul for only 24 hours, which had a time sensitive and critical schedule. Suffice it to say Migard Self Storage has employees that are uncaring and lie consistently. They have called me a liar and told me that they haven't done anything wrong. I will never use Uhaul again as long as I live. I now have COVID and have been in bed for almost 8 days. I lost my crew on July 20th due to the delay of the very rude employee releasing the UHAUL to me and I could only get help from my friend's boyfriend who had COVID (but he didn't know it yet). Now, I am sick and dealing with collections from UHAUL.

      Business Response

      Date: 08/08/2022

      August 8, 2022

      BBB ID#: ********, ********
      U-Haul Ref#: 3833509

      Dear Ms. ********************** you for your continued concern for our customer ********************.

      ***** Rome, our President for our *********** **************** reviewed Ms. ********* recent comments.  He informed our office he instructed our ********************** to waive the overdue fee showing in the amount of $133.70 and advised them ******************** was not to be charged for additional rental periods per his agreement with her.

      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

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.