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

  2727 N Central Ave Phoenix, AZ 85004-1120

  
• 

  U-Haul International Inc

  PO Box 21502 Phoenix, AZ 85036-1502

  
• 

  U-Haul International Inc

  16226 N 32nd St Phoenix, AZ 85032-3101

  
• 

  U-Haul Moving & Storage

  2516 4th Ave E Olympia, WA 98506-4823

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:07/31/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I confirmed the rental of a vehicle under reservation #******** for July 27, 2022 at 9:30am at Storage X in Pt. Washington ** and have a receipt for same. Apparently, the location does not open until 10am and the proprietor of the location thought I was coming at 10:15. He advised me that U-Haul regularly has issues with system errors due to an antiquated process. The proprietor sent an employee to process my transaction who did not show up until almost 10:30. As I had a 12:30 pm appointment and had to load the truck, the hour of lost time was significant to me. The employee did not know how to operate the vehicle and was clearly not familiar with the U-Haul system. I had to figure out the use of the box truck on my own. Unbeknownst to me, the employee had me sign paperwork without explaining that they switched the drop-off location to a location that would have required me to travel 45 minutes out of my way as opposed to where I had confirmed the drop-off. I did not learn that U-Haul had unilaterally and without my permission changed my drop-off location until I arrived at the drop-off location on my confirmation. I was than charged an additional $158 for the alternative drop-off. At the drop-off location, the employee told me that they have problems with U-Haul all the time but said there was nothing she could do to help. She advised I should dispute the charge which I am now doing. Ultimately, U-Haul "bait and switched" my locations without proper notice and/or my consent. Even if I was informed of the switch at the pick-up, I would have had no choice but to pay a higher fee as I had already made plans and paid for a hotel in ********** ** where I was scheduled to drop-off my vehicle.

  

  Business Response

  Date: 08/02/2022

  August 2, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3854652
  
  Dear Ms. ********************** you for your concern for our customer ******************.
  
  *****************************, our President for our Long *********************** followed up on the information ****************** provided and sent him the following email in response:
  *****,I looked into the rental and you are correct. The charge on the drop off was not accurate. I refunded that back to the CC. I also gave you the $50 reservation Guarantee for the long wait upon dispatch on Long Island. I confirmed that as well. I apologize for the mishap and please check the CC for the refund. It should be back in 1-5 business days depending on the bank. It has been processed from my end now.
  
  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: 08/03/2022

  
  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:07/30/2022

  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 am absolutely disgusted with how UHAUL has treated myself and my loved ones. I originally made a reservation for the 29th of July; booked it online to the nearest available location and thought nothing of it when the disclosures were explained to me. The following day I learned my husband received at least two phone calls from UHAUL (he never actually spoke to anyone) then received a text message asking for confirmation of the appointment. I log into the account and not only is there no reservation confirmation but the location changed for us to complete the reservation another ten miles out of our way. It was already long distance to begin with and when we called for a supervisor after learning the change; we were greeted by someone who handled the call with such disrespect and disregard I wanted to cancel the reservation right then however it was necessary we continue the scheduled plan (against our will in distance or not). This so-called manager/supervisor (she never stated her position until she attempt it to use it as leverage instead of stating her position in the beginning. When the pick up appointment arrived; we were actually two plus hours early (we arrived early because we learned the location we were forced to go to closes much earlier than our original agreement. Not only did this location NOT have the truck ready but they also stated they didnt have the supplies and wanted more money! Later stated they had the supplies but there were two particular items we needed to move and that was not included in our pick up . I attempted to call for the past 48 hours to address the situation and not only was I hung up on each time but I was also lied about via chat service and the representative ended the chat when I explained my situation and expressed the distress Ive been going through thanks to this company's neglect to care.I've been a returning customer for almost two decades and I've never come across such a disgusting act.

  

  Business Response

  Date: 08/02/2022

  August 2, 2022
  
  BBB ID#: ********
  ********************** Ref#: 385947
  
  Dear Ms. ********************** you for your concern for our customers, Mr. and *****************.
  
  *****************************, our Traffic Manager for our ************************, followed up on the information **************** provided.  She informed our office she spoke to ***************** and discussed her concerns.  She agreed to cancel the Promissory Note when its received in our ********************** and will email confirmation to Mr. and *****************.
  
  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:07/30/2022

  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 U Haul dealership today located at ************************************************************ to purchase shipping supplies. upon arrivan i noticed all parking spots were full including the 2 handicap spots. in onw of the spots was a black car that was backed into a handica[ parking spot. I had seen this vehicle there last time i was there. i parked and while walking to the entrance door i noticed neither of these 2 vehicles had a handicap placard on them. upon entering the store i seen an employee and asked him if i could speak to the manger. he said the the manger is right there and pointed to a lady at the counter. she asked me what i needed help with and i told her that there are 2 cars parked in the designated marked handicap parking spaces and she should get them moved. the manger went on to inform me that they have very few parking spaces so they let anyone park in the handicap parking spaces. i said that's not the law nor is it complying with the *** and i would inform corporate. She (the manger) went on to tell me that they have approval from corporate to park there and that its ok with corporate. then the manger and customer that was with manger started talking softly trying to make an a** out of me because i was standing up for what was right i actually needed one of them spaces as i am disabled and handicapped.

  

  Business Response

  Date: 08/02/2022

  August 2, 2022
  
  BBB ID#: *********
  U-Haul Ref#: 3852702
  
  Dear Ms. ********************** you for your concern for our customer **************.
  
  ***************************, our President for our ******* **************** followed up on the information ************** provided and sent him the following email in response:
  Good morning, I'm working on the concerns that you have regarding our *************** location. I'm including the general manager in this conversation as he runs the facility and I believe the employee that you were dealing with works for him directly. We will reach out as we look into the concern.
  
  Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
  
  Sincerely,
  *****************************
  Executive Assistant
  U-Haul International

  Customer Answer

  Date: 08/16/2022

  The business has not reached out to me and the reply that they just told someone else about the situation is just passing the buck; i would have thought business would have cared enough to take this serious at the corporate level and someone reach out to me and that has not happened!
  

  
  

  

  Business Response

  Date: 08/20/2022

  August 20, 2022
  
  BBB ID#: *******
  ********************** Ref#: 3852702
  
  Dear Ms. ********************** you for your continued concern for our customer ***************
  
  *************************, our GM for our U-Haul Moving and Storage of ***************** reviewed Mr. ****** recent comments.  ***** relayed he had a 45-minute conversation with ************** last week.  He offered his personal apology for the inconvenience ************** experienced and assured him he would take corrective action moving forward to ensure *** parking spots would be enforced. 
  
  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:07/29/2022

  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 recently filed a complaint against Uhaul to BBB regarding them overcharging me on trucks, days, and miles. It was resolved by BBB and the company agreed to refund the amount that was falsely charged, but they have yet to do so. Also, I have since been charged for toll violations when I did not have the truck, or the truck was parked. I never went on any toll roads. I emailed the Uhaul woman that was helping me after my first BBB complaint and she said she would forward the information to the proper department and I would hear from them, but I still have not. I have attached the email I received from her, the BBB notice that I would be refunded, and the toll citations that I did not commit and have since been charged.

  

  Business Response

  Date: 08/09/2022

  August 9, 2022
  
  BBB ID#: ********
  U-Haul Ref#: *******
  
  Dear Ms. *********
  
  Thank you for your continued concern for our customers, ********************************* and ***************************.
  
  ***************************, our President for our South ****** **************** reviewed Ms. ******** recent comments.  She informed our office there were tolls refunded and some waived.  She also removed the Promissory Note and refunded $60.52, as previously relayed.
  
  We continue to be committed to providing our customers with the highest standards of service in the doit-yourself moving industry.  Thank you for bringing this matter to our attention and allowing us to offer another response. 
  
  Sincerely, 
  ***** Palmisano 
  Executive Assistant 
  U-Haul International 
  
  

• Initial Complaint

  Date:07/29/2022

  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.

  In December, I moved from ******** to *********. Since I knew it would be a while before I could purchase a house, I obtained 5 **Boxes to store my stuff. I ordered them and paid for shipping from ******** to ********* on 12/20/2021 ($2,700; see attached). I hired local movers ($2,340.95; see attached) to pick up the **Boxes up from the U-Haul in ********, pack them, and return them to U-Haul to be shipped to *********. U-Haul delivered my **Boxes to ********* in early January and I paid monthly storage fees. I purchased a house in July, so I hired a local moving company to pick them up from U-Haul, unpack them, and return them to U-Haul on 7/25/2022 ($2,530.00; see attached).However, U-Haul billed me an unauthorized and undisclosed Delivery charge on 7/25/2022 ($2,725.96 + $241.93 Rental Tax = $2,967.88; see attached), but I didnt have U-Haul deliver them (the moving company took care of that), and I had already paid for the delivery from ** to **. Ive contacted U-Haul multiple times, and they cant explain the $2,967.88 charge. One time I was told it was for moving help and I had to contact *************************************** which I did. MovingHelp confirmed it was a U-Haul charge, and bounced me back to U-Haul. U-Haul is unable to explain the charges and keeps bouncing me around to different departments, and I get nowhere. I would like to dispute the $2,967.88 charge and have it completely refunded since U-Haul did not do any delivering.

  

  Business Response

  Date: 08/01/2022

  August 1, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3850342
  
  Dear Ms. ********************** you for your concern for our customer ************.
  
  Lucy Aveen-West, our President for our Northern ********* **************** followed up on the information *********** provided.  She informed our office a refund for $2,967.88 was issued back to ************** **** 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 International

  Customer Answer

  Date: 08/02/2022

  
  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:07/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a scheduled U-box drop off with all of my property inside when I moved to ******* earlier this week. Since then, the U-haul location has canceled the drop off on two separate occasions after scheduling the drop offs. I only found out the first drop off was canceled when I called U-haul to ask about the status of my boxes. I had my boxes scheduled for drop off Saturday, July 30th but I was just informed that yet again, I will not be receiving my property. Of course I was charged for the drop off that never occurred. I asked about a refund and was told that was not possible since the majority of the cost was from the transportation from ********** to ******* (understandable).

  

  Business Response

  Date: 08/02/2022

  August 2, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3850250
  
  Dear Ms. ********************** you for your concern for our customer ********************.
  
  *******************, our President for our ************ **************** followed up on the information ******************** provided.  She informed our office ******************* had delivery set for August 4th but then he canceled.  He set it up for self delivery but also canceled.  ************** relayed his U-Box is set for delivery again.
  
  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:07/29/2022

  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 made a reservation for a truck that I would pick up from the Uhaul location nearest to my home on Sunday morning (10am). Since, I've lined up everything necessary to make my move (including support to load and unload the truck and my 6 hour drive). Earlier today, I checked on the reservation and found that it had been updated to 1pm without informing me. When I called to get clarification and have them move the pickup time back to 10am, I was told that they moved the time on purpose because they do not rent trucks in the morning. I was also told that I would be picking up from a location 45 minutes away from my home. After asking for clarification and expressing concern that they changed my reservation location and time, I was told they could not guarantee I would be able to pick up a truck from any of the locations close to my house and they could not even guarantee that I could pick up the truck during the morning. After requesting several times to be put in contact with someone who could make a decision, I have been rotated through almost every department before being shuffled back to the same person. Still no one can confirm when or where I'll be picking up the truck or make any promises that the location or time will be reasonable. Uhaul has actively made the stressful experience of moving even more stressful.

  

  Business Response

  Date: 08/01/2022

  August 1, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3852507
  
  Dear Ms. ********************** you for your concern for our customer ****************.
  
  Our records indicate he was advised at the time of his reservation that a representative would contact him by 6pm on Saturday, July 30, 2022, to get an agreement on and schedule available time, equipment and location.  He was dispatched with a 14-foot truck from our U-Haul of ************* location at 11:41 AM on July 31st. 
  
  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:07/29/2022

  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 made a reservation with Uhaul for a moving truck about a month ago. At the time it stated that the reservation was guaranteed or that I would receive $50. Uhaul just called me, 48h before my scheduled move, to inform me that my truck would not actually be available, and that there were no trucks that they could rent me within 200 miles. This meant I had to schedule a rental with another company at a cost of $1800. If i had instead reserved with the other company at the time I reserved with Uhaul, I would have paid $600 instead. I am seeking damages from Uhaul in the amount of $1200, as their negligence and fraudulent reservation system has caused me these damages.

  

  Business Response

  Date: 08/02/2022

  August 2, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3850415
  
  Dear Ms. ********************** you for your concern for our customer ************.
  
  ***********************, our President for ************ ************ *********************** followed up on the information ************ provided.  He informed our office he left a message for ************ advising him of a refund for the $50 Reservation Guarantee Fee.  He also requested a return call to discuss his concerns further.  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:07/29/2022

  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.

  July 16 & 17th I rented 2 Uhauls to move things in between storage. July 17th Contract number ******** I had received a Uhaul that was in no way shape or form safe to drive on the road. It was extremely obvious that that Uhaul was JUST in an accident. I was flabbergasted at the fact of the condition but it was also the last fleet van left, I didnt require A box truck. After waiting and discussing I was told it was my only option or Id have to pay more for the box truck and whatnot which threw me off as it wasnt my fault I received this truck damaged. U-Haul is attempting to collect an additional $48 dollars extra for this damaged van I received as if I was responsible for the damage! July 16th i was stranded outside in pitch black getting ate up by mosquitos because their app had crashed and I lost half of my rental time. Per ***** who I talked to, as long as I had it back by 11 as there was a pickup @ 1 i should be okay. They charged me $154 days later that was not authorized. I requested a call back and havent heard anything in 2 weeks and now im calling fraud. I was initially disputing the $154 & $48 but i am now disputing the entirty of my U-Haul orders as I cannot receive any help but they have no problem charging me. Ive started thid dispute on friday, July 22nd and have finished it thursday, July 28tj. Please help me. That money was supposed to go towards my mother getting tumors removed. I dont have time to wAit for nobody to get back to me. Very unprofessional and very scammer like for this to be a natl business.Now my bank is looking at me crazy because they need a follow up from UHaul in order to return my money but NOBODY IS RESPONDING.

  

  Business Response

  Date: 08/01/2022

  July 31, 2022
  
  BBB ID#: ********
  U-Haul Ref#: *******
  
  Dear Ms. *********
  
  Thank you for your concern for our customer ******************.
  
  *********************, our Executive Assistant for our Southern ************************** followed up on the information ****************** provided.  She informed our office she spoke to ****************** on July 29th.  She was at work, not able to speak, so requested **************** send her an email.  **************** explained she was not charged for any damages, but was charged for 1 additional rental period at $19.95.  She issued ****************** a credit for $21.45 back to her **** account, which can take up to 5 business days to post to a credit card, for the extra rental period.
  
  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:07/29/2022

  Type:Billing 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 my friend ****** and I reserved a 26ft uhaul box truck and a car dolly. He was told the equipment would be available. We made a ************************************* to ****************, **. Right before we finished our drive, **** and I received a call from uHaul. In an extremely rude manner we were told our reservation was cancelled and there was nothing they could do. They abruptly hung up the phone. We took that night to do some research and come up with a plan of action since the stores would be closed. We decided to call uHaul back to try and reissue the reservation while calling their competitors in order to get a reservation somewhere else. To no avail their competitors were also out of trucks and they still could do nothing for us. We eventually found a company that had trucks (Penske) but they hiked their prices up so high since everyone else was out, capitalism right. So we went with the Penske and ate the 5k. **** about the uHaul quote for the same equipment.

  

  Business Response

  Date: 08/07/2022

  August 7, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3868866
  
  Dear Ms. ********************** you for your concern for our customer **********************.
  
  We sent two separate emails to ********************** requesting additional information in order to research his concerns and offer a resolution.  Unfortunately,we have not yet heard back.  Without the additional information we are not able to continue our investigation, but hope to hear from him soon. 
  
  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