Complaints
This profile includes complaints for U-Haul International Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,088 total complaints in the last 3 years.
- 595 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/01/2022
Type: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 booked Uhaul reservation with confirmed availability on July 7th for a 20ft truck for pick up on July 9th. I received a call from the Fremont location the truck had not been returned and I would need to pick up a 26ft truck instead. This would not work for us and we were confirmed for a 20ft truck. The location said they could reserve the truck in 2 weeks and confirmed a 20ft truck for pick up on 07/29. I spoke with a manager on 07/26 and 07/27 and confirmed the truck was reserved under my name for 07/29. On 07/28 I received a call at 7pm canceling my reservation. I called the manager at 8pm on 07/28 and he (*****) confirmed a new truck in Fremont on ******* road for pick up at 3pm 07/29. On the morning of 07/29 I received a call that the truck is not ready and I do not have a truck at 10am to pick up at 3pm. They moved my reservation to a 26ft truck in ************. The employee at San **** wrecked the truck into a pole and a car we didn't feel comfortable with the damage, the manager got upset and threw away our papers and said we're done and to leave to goto a new location. He refunded $144 from that reservation. I called customer service they found a 15ft truck in Fremont this was too small of a truck and caused us to have to make 2 round trips because we were stranded. I am requesting a refund for gas for the second round trip along with the difference in reservation cost.I originally paid $144 The second charge was for ****** Refund: $43.17 I am asking for an additional refund for $35, the manager at the location said if we filled the gas to 1/4 we would receive refund for $35 this was not honored.Gas refund for second round trip: $193.91 Total refund: ******
Business Response
Date: 08/04/2022
August 4, 2022
BBB ID#: ********
********************** Ref#: 3857029
Dear Ms. ********************** you for your concern for our customer ******************.
***********************, our Field Manager for our ****************** Office, followed up on the information ****************** provided. He informed our office he left a message for ****************** advising her of a refund for $272.08 back to her **** account as requested. 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 InternationalCustomer 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:08/01/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have schedule a UBox with UHaul. Reservation #********. Promised delivery date was July 17th 2022. I have tried to call UHaul several times since then and promised a call back, and never have I been called back. This includes a conversation with the trafficking supervisor who alerted me on 7/29/2022 that the issue was never raised to her. She promised repeatedly that she would call me back with an update (she never did). On 7/30/2022, was told that the box was "shipped" but they are tracking it down and will call me back when it is tracked. Again, not a word heard. I called again today 8/1/2022, and I'm told that the box was indeed shipped to philadelphia and that I can schedule a delivery. I was not provided information on which warehouse I should call, and the website does not allow me to schedule a delivery. So I called again to clarify, and i was told "we need to confirm that the ************ warehouse does indeed have the container", and only after that will they be able to update the website for me to schedule a delivery. I called again to clarify timing and was place on an extended hold. I have so far paid initial moving fees and storage for a month, and insurance ($410.77). My **** currently shows remaining $1400 due for the move, and on 8/2/2022 I will be due another monthly storage fee. I need this delivered and should not be accountable for additional storage fees. In fact, I should be given a minimum of $50 day for every day delay (July 17th-actual ability to access unit), as they promise on their website. This of course doesn't account for my costs of buying additional kitchen items, cleaning supplies, clothes and bathroom supplies which I wouldnt' have needed have I had access to the unit. In addition to lost time from work for moving delay. Attached is the email correspondence which they never responded to, numerous phone calls were made otherwise. I also attached a screenshot for what their website shows currently (showing current date at bottom).Business Response
Date: 08/03/2022
August 3, 2022
BBB ID#: ********
********************** Ref#: 3857049
Dear Ms. ********************** you for your concern for our customer Ms. ***************************************** our Executive Assistant for our Southern ************************** followed up on the information Ms.********** provided. She informed our office she has been in contact with Ms. ***************** Her ***** has been located and **************** is working on getting the shipment set up. She will also be sending Ms. ********** the keys to the new lock on her box.
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 InternationalInitial Complaint
Date:08/01/2022
Type: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.
Hi there I would like to address my experience with uhaul. I have used uhaul many times and never experienced the issues that I recently encountered. First my selected location did not have the truck so they moved it to a new location in *****. Day of we get a text saying it's been moved again to a new location in ****** **. When going to pick up the truck we were over charged by $400 which has since been corrected. Then gentleman and his wife who run the location were not helpful at all and extremely in appropriate. While I was inside paying with the wife my brother who is 21 was outside with his girlfriend who is 19 getting the truck. My brother who uses uhaul often had to connect the trailer to the uhaul since the other gentleman didn't know how. It also did not come with a pin or lock or any secure device other than the chains. The gentleman renting us this truck begain blaming uhaul saying they always do this I need to contact them. That he didn't want to lose another sale because it could be more expensive than mine? I'm not sure how this works or why that would matter if I spend $300 or $1700 unless he gets a cut? While this is occurring after asking if my brother and his girlfriend are a couple this gentleman proceeds to telling my brother and his girlfriend who is right next to him that " women are s**** and everyone needs to start going to church and that america has too many issues" shocked and confused they just played it off. So we went out and bought our own lock. Upon starting the truck we see the check engine light is on. We mention this to the man and his wife immediately who say " we tested it, it is not an engine problem you're fine. " We begin our trip and of course in Tennessee the engine begins is firing and the check engine light begins flashing. The truck is making loud noises and heating up so we pull over and get a hotel to let the truck cool down so we can get out of the mountains. returned got charged more money. Called no explanation.Business Response
Date: 08/03/2022
August 3, 2022
BBB ID#: ********
********************** Ref#: 3845879
Dear Ms. ********************** you for your concern for our customer **********************.
*************************, our Field Manager for our *********************, followed up on the information ********************** provided. He informed our office he spoke to ********************** recently and offered his apology for the inconvenience he experienced. He also advised him, in addition to the previous refunds for $341.04 and $45 issued to his Master Card account,he issued a supplemental refund for $200 as an additional 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 InternationalCustomer Answer
Date: 08/03/2022
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:08/01/2022
Type: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 utilized U-Hauls ************ to move from ********** to **************. Each box has an assigned number to it that is tied to my contract. I ultimately used 6 boxes to move. Only 5 made it to my destination. The 6th was assigned incorrectly to my contract. Meaning, in my contract its the correct box, but it didnt have my stuff in it. Tried to call the store directly but often get put on hold for 2+ hrs. When I talked to the manager, he basically said well get to it when we get to it. Ive been living without 1/6 of my stuff for 6 weeks+ and theres no sense of urgency for them to find my box. All I want is for them to take this seriously, to find my box, and to ship it to **********, **. Or, let me know they lost it and refund me the cost of the goods so we can repurchase everything and move on with my life. Living in limbo is getting tiresome.Business Response
Date: 08/04/2022
August 4, 2022
BBB ID#: ********
********************** Ref#: 3775333
Dear Ms. ********************** you for your concern for our customer Mr. ********************************** our President for our ********** Regional Office,followed up on the information Mr. ***** provided. He informed our office Mr. ***** was contacted and he will be mailing keys to the **Box and we will check the keys on locks to locate his box.
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 InternationalInitial Complaint
Date:08/01/2022
Type: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 came into uhal that morning to pick up my reservation there I was just given a key and told to take a picture of my trucks mileage and gas, I did. My truck was never inspected by the store actually head ***********************. I later returned the truck after my trip with gas that was there when I got it from my original picture. I was then told by there staff I needed to put more gas in the truck or I would be charged 107 dollars I then paid another 48 dollars for gas. When i came back for the second return of the truck I should my picture of the gas. The employee who checks the cars told me to talk to the supervisor to be reimbursed my money. The supervisor lets me know they can not give me my money back immediately, then I show them the picture of the gas and mileage and they seen the truck was not checked and told me my proof and time I had saved me to get my money back, after his statements he then said I should be refunded and after he said that he said I owe 58 dollars even though they already took my money and told me they were giving me a refund back but never gave me my money back. I told them I would not pay for anything else until this matter was resolved properly. I was told I just wouldnt be able to rent from them again if I did not pay I gladly said thats fine I never want to do business with them again honestly worst experience ever. I was originally only charged $66.00 which was my payment and then I came to losing a total of 200 dollars because they didnt check there stuff and I had proof . I would like my 200 dollars refunded.Business Response
Date: 08/09/2022
August 9, 2022
BBB ID#: ********
********************** Ref#: 3858159
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 advised him his Promissory Note has been canceled.
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 InternationalInitial Complaint
Date:08/01/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On July 14, 2022 I reserved a 15 uhaul for use on July 28, 2022 the time was guarantee when I arrived at the location the uhaul was not there I sat on the phone with uhaul and was told to go to another location and that location did not have it either I went to another location and they didnt have the size either and the new reservation had all my information in the system incorrectly not only that I was told I had to downgrade to a 10 truck. Because of that it took double the work next on July 31, 2022 I made another reservation for a cargo van with guarantee it would be there and once again the vehicle was not there I reached out to customer service and they were not helpful and uhaul made me pay people double and I had time wasted because of their lack of due diligenceBusiness Response
Date: 08/10/2022
August 10, 2022
BBB ID#: ********
********************** Ref#: *******, 3854453
Dear Ms. ********************** you for your concern for our customer Ms. *********************************** our President for our ******** **************** followed up on the information Ms. **** provided. She informed our office she issued Ms. **** a refund for the difference for her moving help in the amount of $407,along with the $50 Reservation Guarantee Fee. Both refunds were issued to her **** account and can normally 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 InternationalCustomer Answer
Date: 08/10/2022
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,
Ashley Word
Initial Complaint
Date:08/01/2022
Type: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 reserved a 20 ft box truck and car dolly to pull my car from ***** ***** to ************* ****** I had a printed quote for one price and when I went to pick up the merchandise I was charged a lot more than I was quoted I was not happy about that I did not have the printed quote with me unfortunately I misplaced it and later found it but still I was forced to pay almost double not happy that they would not honor the quote that I was originally given or to reimburse me the money that was spent and honor the quote and considering my family is facing hard times right now and we are homeless that money is very much neededBusiness Response
Date: 08/09/2022
August 9, 2022
BBB ID#: ********
********************** Ref#: 3854291
Dear Ms. ********************** you for our concern for our customer ****************.
***********************, our GM for our U-Haul Moving and Storage of *****, followed up on the information **************** provided. She informed our office a refund for $350 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 InternationalInitial Complaint
Date:08/01/2022
Type: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.
************************* said we cut a wire on a trailer that we return late due to an emergency that couldn't be helped. We paid for a second day that we only had for five hours. We were upset when we left since she would not pet us continue with the day rental nor give us a chance to get a provision credit for the rest of the that was unused. There was no camera that was seen us doing this crime and if she really felt this way why was the cops not called which they were not. We cleaned the trailer and parked it and mounted it in place for her. No mention of this was said to us leaving or even called after it was discovered. We had to find out by trying to rent another trailer at another uhual and was embarrassed by the restrictions on us. I spoke to ***** that night and she refused to remove the restrictions and said we did cut the wire when in fact it was not us but because we were the last person to rent the trailer we ate being blamed. Which its ****** anyone could have done it but it was not us. We have more respect for people items especially when it don't belong to us. I would like an apology and the restrictions removed but we will not go back to moon lake uhual for anything furtherBusiness Response
Date: 08/11/2022
August 11, 2022
BBB ID#: ********
********************** Ref#: 3858281
Dear Ms. ********************** you for your concern for our customer ****************.
***** Rome, our President for our *********** **************** followed up on the information **************** provided and sent her the following email in response:
***************,After personally reviewing the incident that took place with the open trailer rental at our Moon Lake location it is very clear from the footage that the gentlemen that was with you went back to the trailer after being disconnect and caused damage to the wiring which was the main cause for being place on **ALERT. In addition there is a remaining balance due on the account. Once this amount is settled I will be more than happy to remove you from the **ALERT account which would allow you to rent from U-Haul again. Please note that any intentional damages caused to U-Haul equipment would result in you not being able to rent from U-Haul in the future. If you have any further questions or concerns please feel free to reach out to me direct via email or cell at ************. Thank you, ***** Rome U-Haul Comp President of **
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
*****************************
Executive Assistant
U-Haul InternationalInitial Complaint
Date:07/31/2022
Type: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.
7.20.22 rented UHaul for 1 DAY to move my family. This was a 1-way trip w/1 mth free storage promo. We packed & proceeded to storage next day to unload/return truck. The 1 mth. storage promo wasnt honored- nor did we have funds to cover it. This left us w/the truck full of our belongings. Called UHaul on ****.22 seeking resolve. Simply seeking resolve turned to 11 days & counting of the worst customer service ever ******************* Still no resolve! We need our things out of the truck and dont want to be responsible for the truck any longer than initially agreed to. I hoped reaching the *** would solve this. We contacted *** ***************** only to be treated EVEN WORSE! He had no regard for our family or any resolve. His ONLY concern was getting his truck back. He made it out to be my fault the truck was still not returned. However, had they honored my storage our belongings would've been unloaded & truck returned on **** as agreed. We've no storage now and no clue what to do.7.29.22 Local UHaul Mgr. claimed he reserved a storage for us near our new residence in ******************. Upon arriving at that facility today to finally unload our belongings & return truck we were sadly faced by the same aggravation. No reservation! Again, stuck with a truck full of our things. Our efforts are useless!7.31.22 just called *** again in hopes of a resolution. Im in awe of his response. He was very rude- called me a liar and a thief- claiming I had no intent of returning the truck & if it weren't returned today I would face criminal charges then hung up on us. Why would he ever think we want our belongings sitting in a truck OR that I plan on keeping it? I've kept in constant communication w/them & have recorded calls. I also have a 2nd truck I've been renting since **** which is paid up to date & no issue there! Why is my family being treated so poorly, labeled as thieves and threatened w/criminal charges? Whos over *** ***************** & where do I turn for help if he won't help?Business Response
Date: 08/01/2022
August 1, 2022
BBB ID#: ********
********************** Ref#: 3840732
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 ************ a few days ago and ************ was to let him know if he had an issue getting storage. Because he didnt hear from him, **************** figured it had been resolved. He spoke to ************ again today and scheduled him a storage unit at a reduced rate at the location he requested.
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 InternationalInitial Complaint
Date:07/31/2022
Type: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 made an appointment to have a Hitch install on my 2021 Tesla Model 3 and when i got my car the back bumper has damage and also there's a another big dent on the upper side wall by the glass roof, I made a complaint and they fill out a complaint form. I got a phone call back and they ask me to send photos, witch I did email photos but i been ignore many times, I call and email and I get no answer.I just want to get my car fix, because it happen when they install the Hitch, the process is they have to remove the bumper to install the Hitch and when installed they probably drop a bolt and they put the dent in the bumper because is from inside to bump out and crack the paint.Business Response
Date: 08/07/2022
August 7, 2022
BBB ID#: ********
********************** Ref#: 3812202
Dear Ms. ********************** you for your concern for our customer ********************.
*********************************, our President for our Northwest ********** **************** followed up on the information ******************* provided. He informed our office ******************** was contacted and they discussed his concerns. ******************** was provided with the information from ************************* if he wished to file a claim.
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
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