Complaints

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

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• 

  U-Haul International Inc

  All Locations Phoenix, AZ 85004

  
• 

  U-Haul International Inc

  17209 N Cave Creek Rd Phoenix, AZ 85032-2441

  
• 

  U-Haul International Inc

  1032 Stevenson Dr., Suite 4 Springfield, IL 62703

• 

  U-Haul Co.

  3815 28th St SE Grand Rapids, MI 49512-1803

• 

  U-Haul International Inc

  2140 Otoole Ave San Jose, CA 95131

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:08/02/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a cargo van from U-haul at ***************************. It was a one day rental booked on Friday July 22nd. I dropped the vehicle off on the same day in the evening and handed the representative the keys. She asked me if I wanted a receipt and I said it was fine because she seemed busy. Two days later I see on my credit card that I was charged for 2 days instead of 1 for both insurance and rental. Ive been calling and emailing uhaul everyday since and Ive only had one individual answer the phone and tell me that they will check the cameras and fix this issue. Nothing has been done. Another customer service rep said they would let the location know of the problem and I still havent had any resolution. This is totally unfair and unethical to be scamming customers.

  

  Business Response

  Date: 08/07/2022

  August 7, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3859344
  
  Dear Ms. ********************** you for your concern for our customer ************************.
  
  *********************, our Executive Assistant for our Eastern ******* **************** followed up on the information ************************ provided.  She informed our office refunds totaling $134.59 were issued back to his Master Card account as an adjustment on his rental.  Refund 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: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.

  THE PEOPLE THAT WORK AT THIS LOCATION, SPECIFICALLY *****************************, is a F****** IDIOT! My sister listed me as an emergency contact and because this specific location is desperate for money, instead of using ethical business practices like a normal business they send out notices every 14 days?! Nobody in America except for the idiots that work at this location send out notifications about late payments every 14 days! To make matters worse, even after I, as an emergency contact spoke with someone (i.e. *****) at this location and verified that my sister had made a payment for **** in July these idiots still continued to send letters via mail! According to "*****", the letters are automatic?! WTF! My sister even asked them to remove me and they refused to do it! The last letter I received on 08/01/2022, dated 07/14/2022 stated that they were going to place a lien on her storage which doesnt make any sense especially considering she has made a payment?! Every time I attempted to call the phone number ************** on 08/02/2022 the call kept disconnecting so I eventually called the main U-Haul number. Why are you harassing emergency contacts even after the tenant and/or ****** has paid their ****? Normal businesses give you 30 days and a grace ****** but because this location is desperate for money they harass you every *************************** VIRGINIA and the U-Haul location is in **************! I DO NOT WANT TO BE CONTACTED BY THESE IDIOTS ANY LONGER! IF I CONTINUE TO BE CONTACTED I WILL REPORT THIS BUSINESS TO **************** ATTORNEY STATE GENERAL FOR HANEOUS BUSINES PRACTICES! I was on the phone when my sister agreed to lease space at this location, and they did not share that the emergency contact would be harassed and/or contacted if she was 14 days past due relative to any payments that are due so legally they have to wait until a certain amount of time passes before they can contact you! THIS BUSINESSES PHONE# DOESNT WORK AS OF 08/02/2022 EITHER!

  

  Business Response

  Date: 08/04/2022

  August 4, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3859630
  
  Dear Ms. ********************** you for forwarding Ms. ******* concerns to our office.
  
  *********************, our Executive Assistant for our Southern Atlantic ********************** followed up on the information **************** provided.  She informed our office an email was sent to the contract holder informing her their alternate contact person she listed on the contract does not wish to be contacted any longer on their behalf.  The email explained in order for us to remove her from her contract, we will need another alternate contact to place on her contract.  She can either go into the U-Haul facility or go online and update the information. 
  
  Please be advised, when a late payment letter is generated, it is sent automatically by the U-Haul system and emailed out from our Phoenix office.  A letter is also sent to the alternate contact person as an extra means to contact our customer.  This is done to help avoid further fees or the auction process.  However, we do not hold the alternate contact person financially responsible for the unit.  They are only listed as an alternate person to keep in contact with our 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.
  
  Sincerely,
  *****************************
  Executive Assistant
  U-Haul International

• Initial Complaint

  Date:08/02/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved Uhaul for 7/ 31 at 11am on 7/7-14640958. The * Store location only had one 20ft truck so I checked previous day. U-Haul said there was a reservation from 7am -3pm on July 31st. I drove to * Store it at **** ***** in Lisle to ask what happens if truck wasn't returned. Front desk confirmed that the rental on the 30th was from 7am-3pm and there is plenty of time for truck to be returned. At 3:11pm 7/30 saying that my rental has been moved to ***********. I called the * Store it in Lisle to see what happened with my reservation and if there was a chance that I could still return the truck since the message was sent at 3:11PM. **** the mgr. said there was never a reservation for the 20ft truck on July 30th from 7am-3pm. He said that the truck was rented 2 days ago along with another truck and that they never returned it. I asked if they called the police. He said that It is U-Haul corporate policy to not call the police for 7 days. I checked with reservations and they said there was a rental for that day. I then called the phone number for dispatch ************ for over 4 hours on the 30th to see if there was a smaller truck or different location. They never picked up. I asked about the U-Haul "Reservation Guarantee". *********** Manager said that I will get it but have to call the dispatch number. He said the store can't give the credit. I guess they can only take your money. That's the number I called for 4 hours and did not get through. I tried for the next 3 days and waited over an hour and no one answers. U-Haul has plenty of workers to take new reservations but no workers to deal with an issue when it arises. The credit should be automatic when they change your reservation. Not only is it not automatic you can't reach anyone to ask for the credit that U-Haul touts as a Reservation Guarantee. No one even mentioned the $50 credit until I told them that it is on U-Hauls website.

  

  Business Response

  Date: 08/03/2022

  August 3, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3859446
  
  Dear Ms.Constran,
  
  Thank you for your concern for our customer **************.
  
  A refund for the $50 Reservation Guarantee Fee was issued back to Ms. ****** American Express account for having to go to an alternate pick up location.  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: 08/04/2022

  
  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:08/02/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a reservation for a trailer on 5/22/2022 and immediately received confirmation from Uhaul via email. The email confirmation noted "You have acknowledged that the amount of time requested on the date and at the location listed below is not available to schedule and agree that a regional U-Haul representative would call you.". On 5/23, I received another email from Uhaul stating "An update to your order has been made. We have a 5' X 8' Van ******* reserved for you and guaranteed Saturday, 8/13/2022 at 12:00 PM, returning Tuesday, 8/16/2022 at 12:00 PM. We are located at ************************************************** and our phone number is **************."On 7/11, I received an email from Uhaul stating "All rentals in Dane County from 8/11/22-8/17/22 are only allowed 6 hrs for COLLEGE MOVE WEEK. Please let us know if you would like you reservation updated to the 6 hr rental window in *******, ** for pick up at 9:30am or if you would like to pick up outside of Dane ********** OF SOUTHWESTERN ********* AND ******** *********************** **************"Upon conversation with Uhaul, they refused to honor the original "guaranteed" agreement. When questioned as to why they didn't inform me of this "standard policy for COLLEGE MOVE WEEK" they said they didn't know the dates at the time of the reservation. This is complete nonsense, as the move dates are known over a year in advance. Uhaul pulled this same move on me a year earlier. They demonstrated no empathy or remorse whatsoever, and became generally rude when I pressed for an alternative position.In order to secure a moving option for my required dates, I was forced to rent from a competitor at more than 3x the cost. Even then, I had to spend several days calling around to try and find an available solution.I would strongly discourage anyone from using Uhaul in or around the *******, ** area.

  

  Business Response

  Date: 08/07/2022

  August 7, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3859338
  
  Dear Ms. ********************** you for your concern for our customer ************************.
  
  *************************, our President for our Southwestern ********* and ******** **************** followed up on the information ************************ provided.  He advised our office ************************ and himself have missed each others phone calls, but that he issued a refund for the $50 Reservation Guarantee Fee back to Mr. *********** American Express account and left another message for a return call on August 5th and will assist him in any way.  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: 08/08/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  A representative from the organization contacted me promptly and resolved the issue to my satisfaction.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:08/02/2022

  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.

  Picked up equipment at ****************, **************************************************************** place was to say the least a dump, and it looked like a drug-dealing joint. Customers were handed over a filthy phone - on loudspeaker - that was passed from one to another - (no cleaning in between) and all the personal info was loud and clear for all to hear. The personnel appeared to be on drugs. I was charged $20 to hook the trailer to my truck. The junkie that did the job, forgot to secure the trailer. As we were leaving the parking lot, we see him running after us... and then he secured the trailer. As we are loading the car onto the trailer, we noticed that the trailer was damaged and the fender could not be folded to allow the driver's side to open. So much for the quality of service. I took pics of everything. I complained the same day. I filed the complained as instructed. and today I hear.. they closed the case and there is nothing for me to do.CONTRACT ******** CASE *******

  

  Business Response

  Date: 08/07/2022

  August 7, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3836256
  
  Dear Ms. ********************** you for your concern for our customer ********************.
  
  *********************, our President for our West ***********************, followed up on the information ******************** provided.  He informed our office his Area Field Manager spoke to ******************** and addressed her concerns.  Refunds totaling $130.90 were issued back to her **** account and should post to her credit card within the next 5 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: 08/07/2022

  
  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:08/02/2022

  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.

  Below is a copy of the email that I sent ********************* (Case #*******). I have received no response from ***** for over a week. The last contact was July 26th 2022 where ***** messaged me and I replied immediately with GPS records and my issues/concerns. I've tried following up with no luck. "I have been incorrectly charged a mileage overage with my recent rental. The amount of miles (*****) has to be an error. I will attach my GPS tracking records showing my actual mileage was around 700 miles, well below the allotted mileage. When I first picked up the U-Haul there was paperwork on the dash from a previous rental, and possibly the entered starting mileage was incorrect. Please refer to my GPS tracking information that shows exactly when I picked up and dropped off to prove the $314 charge was incorrect.Besides that there were also some serious issues with the truck that I told your U-Haul employees when I dropped off. I hope they documented the issues. The headlights were comparable to two lit candles and because I felt like the situation was unsafe to drive at night I ended up stopping at the closest hotel halfway through my trip. This cost me an additional $250 that was not planned, I was hoping to drive straight through to my destination however due to the lack of headlights that proved to be an impossible task. Also the driver door on the truck does not close correctly, this causes a terrible wind noise inside the cab that's almost unbearable. It would give anyone a headache to sit inside that cab for multiple hours. Finally the truck sounded like it was developing a vacuum leak or some kind of belt noise as we approached our destination. I instantly noticed the decreased fuel economy and intermittent rough idle during the last portion of our trip.I've used U-Haul multiple times and this is the first time having serious issues."

  

  Business Response

  Date: 08/04/2022

  August 4, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3839025
  
  Dear Ms. ********************** you for your concern for our customer ****************.
  
  *********************, our Area Field Manager for our Western ******* **************** followed up on the information **************** provided.  He informed our office he spoke to **************** on August 2nd and offered his apology for missing his email.  He advised **************** of a refund for $487.28 he issued back to his **** account for his extra hotel expense as well 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:08/02/2022

  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.

  Uhaul in ******** ** *************************************** rented out a trailer to us, which should not have been put on the road for safety measures. I paid $449.10 for the 5x8 trailer. While picking up the trailer, it came onto the lot from a different customer returning it and the guy at the ******************** place failed to inspect it before giving it to us. We were given 2 very bald, and cracked tires and bad wheel bearings because of it. Which ended up setting our trip back 9 hours because of the tires conditions. We rented the trailer on 6/24/22. And every-time we try to get someone on the phone to speak with us, they rudely hang up on us, do not answer, put us on hold then never pick up, or state that someone will contact us in 72 hours and no one ever contacts us after that. When we blew a tire, we contacted Uhaul support on the side of the road to bring us 2 new tires and it took them 3 hours to look to find a Uhaul dealer. We ended up having to call the Uhaul dealer 20 minutes down the road from us who then ended up coming out to us on our behalf, because Uhaul "couldn't" find a dealer. This process is still in the works, as I have given up trying to contact/ deal with them but would like a full refund due to the circumstances of the situation and everything I have had to deal with from Uhaul. This is a very big safety issue and it put our lives at risk, and anyone we passed on the interstate, as well. And no one we contacted (which is about every number we could find to call or have been given, to contact) seems to care, or be of any help to me or the situation.

  

  Business Response

  Date: 08/03/2022

  August 3, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3784443
  
  Dear Ms.Constran,
  
  Thank you for your concern for our customers, Willow ******** and *********************.
  
  *********************, our Executive Assistant for our Southern Minnesota Regional Office,followed up on the information ******************** provided.  In addition to the previous refund for $100 issued on June 25th and $160 issued on July 8th back to the **** account listed on the rental contract, **************** issued a supplemental refund for $211.79 for their extra hotel and meal expense.  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:08/01/2022

  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 went to a uhaul pickup location ******************************* on in ********* on July 19th. I explained to the lady I did not need 4 days of rental and that I would drop it off the next day. She said no problem. She tried to change it in the computer and said because I made the reservation she could not but informed me they do not charge me until I drop it off and that they will only charged me what I use. Not only that the truck had a cracked window on driver side and no gas in it. I dropped off with more gas and clean. The agent at drop off location told me that there are no refunds and that I was charged full price when I picked up. Something completely different then I was told when I picked up. I called several times. Was transfered several different times and given different numbers. Was hung up on and waiting for call back again was hung up on. Again and again. Finally after 3rd day of trying someone called me back. She said she would write the report and someone would contact me. I received an email telling me that it was a flat rate and I was not getting a refund. Clearly the report was written incorrectly.. I sent an email back and have gotten no response at all. So it's been 2 weeks and still no response.

  

  Business Response

  Date: 08/07/2022

  August 7, 2022
  
  BBB ID#: ********
  ********************** ref#: 3834756
  
  Dear Ms. ********************** you for your concern for our customer *******************
  
  ***************************, our President for our North ********* **************** followed up on the information ****************** provided. He issued her a refund for $100 back to her **** account as an adjustment on her 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: 08/08/2022

  I spoke to ********* and was told that I would be charged 100+tax.. Not my refund would be 100. So there are some discrepancies now. I believe it wasn't a recorded call do to me speaking to him on his personal cell phone from what I understand. The cost if daily rental is 20. If you divide it up it still is almost 200. It cost me 600. Where does 100 come into play when I had it for 24 hrs?

  

  Business Response

  Date: 08/11/2022

  August 11, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3834756
  
  Dear Ms. ********************** you for your continued concern for our customer *******************
  
  ***************************, our President for our ********* **************** reviewed ****************** recent comments.  He informed our office the $100 refund for unused days was in the interest of customer good faith. 
  
  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:08/01/2022

  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.

  Originally I attempted to move in a small trailer across ******. I spent careful amounts of time finding the right trailer and organizing the things I could take with me as I relocated. The first day into travel a semi wrecked my car. While on the side of the road I called Uhaul Roadside assistance and asked them to help get the trailer off the side of the road while our car was moved to a shop (We purchased insurance through Uhaul for this) They called a paltry few towing companies, before telling us that it was our problem. At one point the man on the line laughed and asked if I knew someone nearby that could come get us before disconnecting abruptly having done nothing to help us.By the ***** of my gifted wife we found **** and ***** nearby. They pulled us off the side of the road with our trailer safely and fed our sunburnt selves.There are no rentals with towing capabilities available in Rock Springs, we have no choice but to change moving methods. I scheduled the shipment of a container from Rock Springs to ******* on a Saturday. I was told that would be shipped out and within the week and would likely be there in ******* maybe by that Friday. When the week passed with no notification I called the helpline to find out that it had not been shipped and after asking why was, not answered but, told that they were guaranteeing that it would be there by the following Friday. Feeling unreasonably optimistic I scheduled it to be delivered to my apartment.I waited until the day only to be charged for the delivery of nothing. After calling again I've been told that they do not know where my box was nor did they know when it would arrive in *******. Saying that it was all the responsibility of the 3rd party shipping service they used. It is now the following Monday past the guarantee when the container was said to arrive in De Perre and they still do not know where the container is, nor can they get hold of the responsible party for shipping the box.

  

  Business Response

  Date: 08/02/2022

  August 2, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3857132
  
  Dear Ms. ********************** you for your concern for our customer **************.
  
  ***********************, our President for our ************************ followed up on the information ************** provided.  He informed our office he spoke to ************** and relayed his U-Box was located.  A refund for $200 was issued back to **************** Discover Card account for late delivery.  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:08/01/2022

  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 Uhaul Uboxes for our cross country move from ******* to Durham. In the beginning, there were not any issues, but then the following occured:1. Unable to contact anyone at Uhaul to confirm where our Uboxes were supposed to be loaded with our belongings. I was on hold for over 45 minutes trying to confirm this information. 2. The Uboxes made it to Durham earlier than anticipated and we were excited that we may have our belongings sooner than expected. We could not get a hold of this office to reschedule our drop off, and I wasted 3 hours on the phone with representatives all over the country because this specific office was not answering their calls. 3. On delivery day, our boxes were over 4.5 hours late, outside of the delivery window without any phone call or communication. I called Uhaul twice for updates and they told me they could not give any update aside from them being late. Before the boxes arrived, a Uhaul driver came by to pick up the boxes that had NEVER made it to our home. 4. After unpacking our boxes, they were scheduled to be picked up by Uhaul on 7/16. I called to confirm, was on hold for another 30 minutes, never spoke to the office (again routed to a call center) and was informed our pickup date had been moved to 07/18 without any communication.5. After the boxes were picked up, I submitted Customer Action File to discuss our experience. We were told a manager would call us within 72 hours. It has been 10 days since and I have not spoken to a manager and cannot get a hold of Uhaul still. At this point I am trying to download a copy of our contract but received this error:We were unable to retrieve your original contract. Please try again later. If you continue to get this error, please contact us at 1-800-GO-U-HAUL ***************). I have requested a call back so I'm not on hold for hours, and am still waiting that.

  

  Business Response

  Date: 08/04/2022

  August 4, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3824924
  
  Dear Ms. ********************** you for your concern for our customers, ************************* and ***********************, whose name is on the rental transaction.
  
  *****************************, our President for our ******* **************** followed up on the information **************** provided and sent them the following email in response:
  Preston,Firstly I do apologize that you have not been contacted, and for the delay in your Ubox delivery back in July. Sadly we as many companies are understaffed which sadly effects our overall customer service. I apologize that we were unable to keep our delivery promise to you. I do show that Arica refunded 100 back to your card on 7/18, but I feel that you should receive your full delivery fee back as we failed you on numerous levels, I assure you this is not our normal business practice. I have refunded the remainder of the delivery fee that was paid by you( $60.00.) I do hope that you will allow us another opportunity to serve you and your family in the future. Thank You, ******
  
  Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
  
  Sincerely,
  *****************************
  Executive Assistant
  U-Haul International