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 International Inc

  3650 N Meadowbrook Rd Peoria, IL 61604-1264

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:07/24/2022

  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.

  June 20 - An order was placed for 1 **Box, to be delivered June 28 & picked up June 30 June 25 - I called customer service to request a second box, our order was updated June 28 - 2 **Boxes were delivered as requested, and the initial delivery fee and first month rental payment was made for a total of $303.85 June 29 - I called my CSR to request a pickup for the same day rather than June 30, but due to scheduling challenges the request was not able to be fulfilled, which was fine - It was mutually agreed upon that we would be prioritized for the first pickup window on June 30, which was 8am-9am, on June 30 June 30 - The driver showed up an hour early; indicated in the uploaded photo it was 'received' at 7:05am, but NO confirmation call was placed advising of the earlier pickup time - I happened to hear a truck exhaust outside around 7:30am - It was a blue Ram **** - clearly not a U-Haul truck - hooked up to the trailer, so I ran downstairs to confirm that it was a U-Haul driver - He was ready to leave, which created a bit of a problem, as we had a few essential items still left to add to the **Boxes, all of which would have been done prior to 8am - He mentioned they were down drivers that day so he used his own truck so he could get going right away - Had I not heard the truck, our **Boxes would have been gone and we would have no idea what happened to them - Being an hour early resulted in us having to abandon many items there as we had limited space in our vehicle; receipts for some of the items we've replaced are attached - We also needed to ship items to ourselves, costing us more July 4 - I called customer service to request the payment date (July 8) be pushed back until we went to pick up the items; I was told there was nothing they could do, so I reached out to my CSR again on July 6 via email where I asked to speak to a supervisor, and was told someone would call me but I have not received any form of contact from them at all. These emails are included

  

  Business Response

  Date: 07/27/2022

  July 27, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3839764
  
  Dear Ms. ********************** you for your concern for our customer ************.
  
  *********************************, our Traffic Manager for our Western ******* **************** followed up on the information ************ provided.  She informed our office she spoke to ************ and offered her apology for the inconvenience he experienced.  She also advised him of a refund for $1,000 she issued back to his **** account.  Refunds can take up to 5 business days to post to a credit card.
  
  Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
  
  Sincerely,
  *****************************
  Executive Assistant
  U-Haul International
  

  Customer Answer

  Date: 07/27/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I can confirm the business has performed this action and will consider this complaint resolved.
  
  Regards,
  
  *****************
  
   
  

• Initial Complaint

  Date:07/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is a scam. They double charged me and when I try to contact them it's almost impossible to get through to someone. I was able to reach someone on their live chat but she ended the chat when I told her I was double charged. Trying to reach a human being on their 800 number is next to impossible. I've spent more time on hold in the last 24 hours trying to get multiple issues resolved then I did with the truck. Not to mention I was charged for 24 hours when I only had the truck for just over 14 hours. I could have returned it sooner but I spent half an hour just trying to do the mobile return because their site kept having issues.

  

  Business Response

  Date: 07/27/2022

  July 27, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3838838
  
  Dear Ms. ********************** you for your concern for our customer ********************.
  
  ********************** contract does not indicate she was double charged for her rental.  She was only charged for 1 rental period at $29.95 plus mileage, $1 for the Environmental Fee, $25 Cleaning Fee and tax.  A rental period for an in-town move is not specifically for a 24-hour period.  A rental period can be anywhere from 2 and up to 24-hours depending on the amount of time our customer needs to complete their move.  The amount of the rental period is still the same, which in ********************** case was $29.95 for the 15 truck.  When she called our *************************** on July 24th, she requested a refund for the $25 Cleaning Fee, which we issued back to her **** account.  Refunds can take up to 5 business days to post to a credit card.
  
  Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
  
  Sincerely,
  *****************************
  Executive Assistant
  U-Haul International
  

• Initial Complaint

  Date:07/24/2022

  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.

  Hello, I have depended on Uhaul for years, and I was severely disappointed by customer service, the Ealert unit, and the ******** marketing department. I have been a Uhaul customer for over eight years. I have always viewed Uhaul as a partner to me in small business. I love Uhaul! I have rented countless Uhaul products over the years! I dreamt of a day that I could product place Uhaul products in my content on Instagram, be a partner, and grow my fame, as I run a small business! Unfortunately, my dreams were cut short, and I am left stranded hundred of miles from my home and business without a trailer. Simply because of a Ealert placed on my account by one manager at the facility located at Uhaul of Woodside, Queens, ********. For months I have been harassed, and treated like a lesser of a customer at this facility for utilizing the 30 day free storage units. Why offer the promotion only to have employees resent, and treat you as if you are lesser for utilizing the promotion? What is the point of it? A marketing ploy? I was told by one employee at that facility that she would not process my free promotion because you aint gettin over. I contacted customer service who then told me so long as I was not using the promotion to pay for the same unit, I could use it the same facility as needed. I began to book units online to reduce interacting with staff at that facility. This facility is proximal to my home. That is all. I utilize the promotion to store surplus merchandise, emergency situations with business, quick units to stash merchandise in between loads, store cardboard, transfer thrift loads, etc. I only frequent, and utilize Uhaul for business purposes, rarely if ever for anything else. I always clean my units out in or before the 30 day ****, and if I surpass the 30 days, I pay the months rent. I rent from that facility from time to time, and also drop off trailers there frequently. I live in the community.

  

  Business Response

  Date: 08/05/2022

  August 5, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3839181
  
  Dear Ms. ********************** you for your concern for our customer ******************.
  
  Will *****, our President for our ****************, Staten *********************** followed up on the information ****************** provided.  He has made multiple attempts to reach ****************** by phone but the call goes straight to voicemail and the mailbox is not set up.  He sent ****************** an email requesting a time to set up to discuss the issue.  ************** hopes 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

• Initial Complaint

  Date:07/23/2022

  Type:Order 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 a U-Haul truck. When I went to get it though, they wouldn't let me rent it because there was an eAlert on my file.Turns out UHaul let a woman (I'm a man) fraudulently use my stolen driver's license to rent a ******************** in August 2018. They subsequently wouldn't let me rent a UHaul in July 2022 because the balance from the fraudulent rental is still outstanding.UHaul negligently let the woman fraudulently use my driver's license to rent a **********************, making no attempt to contact me, confirm my consent, or get my signature for authorization before letting her do so. And UHaul made no attempt to subsequently notify me of this fraudulent use of my driver's license. Despite the renter being arrested while using the truck for crimes. Reporting this to the police on Jul 23, 2022, turns out the police have already arrested the criminals and charges have been laid. The woman and a man used the UHaul rented with my stolen ID to do property crimes and were putting the stolen goods in the UHaul.UHaul was materially negligent. Along with letting the woman fraudulently use my driver's license, they also failed to clear this from my record when the police arrested the criminals. And they subsequently let me reserve a UHaul, not notifying me that the eAlert makes me ineligible to rent the reserved truck until I arrived to get it.I live in ********, ** but booked the UHaul in *******, ** because I was taking construction materials from ******* to ********. So UHaul's negligence caused me to waste 650 km driving to pick up the UHaul but being rejected once I arrived.FACTS 1) ******** Police file # for this case: 18-116168 2) Name of criminal who used my driver's license to rent a **********************: ***************************** 3) Fraudulent rental contract #: ******** 4) Date rented: Aug 2, 2018 5) My home address where I departed to get UHaul: ************************************ 6) UHaul location I was scheduled to get UHaul: *********************************************** 7) Contract # for my reserve: ********

  

  Business Response

  Date: 07/28/2022

  July 28, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3838635
  
  Dear Ms. ********************** you for your concern for our customer **************.
  
  ***************************, our President for our Northern *******, ************ and *** **************** followed up on the information ************** provided.  He informed our office he investigated the situation and provided ************** the $400 requested in order to bring closure.
  
  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: 07/28/2022

  
  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:07/23/2022

  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 tried to rent a u-haul and was told I was placed on some sort of banned from renting list. I called and they told me it was due to a debt that was owed from 2017 by another person named of *********************. For some reason they have me associated with this rental. They had a placed a confrence call with this person who over a recoreded line assumed all responablity for this debt. I have nothing to do with this rental and even though they have no contract or customer agreement with me they are taking collections actions on me by placing me on this banned list. I would like all collections actions to stop and they are telling me the only way to do that was to file a police report and say this person stole my identity but I dont think thats the case. I think this is a Uhaul error and they only care about collecting this debt that is not mine. I need to make sure none of this is reflecting on my credit report and to get removed from this banned list.

  

  Business Response

  Date: 07/28/2022

  July 28, 2022
  
  BBB ID#: *******
  ********************** Ref#: 3839199
  
  Dear Ms. ********************** you for your concern for our customer ******************************.
  
  *********************, a *************** Service Agent, followed up on the information ****************************** provided and sent him the following email in response:
   *****************************, I am emailing you since I was not able to reach you on your phone. I have removed your information from the eAlert that caused your denied rental/reservation. You are cleared to rent now. If you have any questions or issues please don't hesitate to reach out to me at ************. Thank you,********************* eAlert Senior Agent U-Haul ******************************* ****************************************************************
  
  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: 07/28/2022

  
  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:07/22/2022

  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 rented a Uhaul from a neighborhood dealer in ******, ** at the Store-Mor location on 6/27/2022. The Uhaul was not able to be picked up when I scheduled but that ultimately was not a big deal. I had an authorized driver driving and he took the Uhaul back, however, because the day was so hectic he forgot to refuel the Uhaul. However, ****** called Uhaul and got the okay and allowed him to refuel the truck on 6/28/2022 so the charge of ***** could be refunded. She took photos of the gas gauge and receipts and should have put them in my file for my refund. For over a month Uhaul has refused to look into the case and contact me with a response, so not only did they charge me the ***** they also took free gas. On 7/22/2022, I went to Store-Mor and a wonderfully nice woman helped me and got me the files I was looking for that proved my authorized driver gassed the Uhaul and I should have gotten the refund. They were NOT in my folder for my rental, they were actually DELETED but she recovered them for me from the recently deleted album on their store phone and emailed them to me. Uhaul had closed my case without telling me even though they claimed someone would be contacting me, so they were likely deleted ON PURPOSE.

  

  Business Response

  Date: 07/28/2022

  July 28, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3832214
  
  Dear Ms. ********************** you for your concern for our customer ****************.
  
  *******************************, our President for our ****************** Office, followed up on the information **************** provided and sent her the following email in response:
  Hi *******, I have reviewed your file and refunded the $87.98 to your card. Thank you for inquiring on this. If there is anything else I can do please email ***********************************.
  
  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: 07/28/2022

  
  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.
  
  However, this business did not offer an apology for dragging this issue out for a month, ignoring my contacts, closing my disputes without letting me know, or addressing why their neighborhood dealer did not attach the documented information that showed the UHaul was refueled to my file and instead deleted it. Thus, other consumers should be made aware of this issue that they have so casually glazed over.

  Regards,
  
  ***************************
  
   

  
  

• Initial Complaint

  Date:07/22/2022

  Type:Customer Service 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.

  Promised U ************** 3 different times, no boxes. Called over ten times in one day to try to rectify the situation. Was told lie after lie by 4 separate customer service representatives. Got hung up on (after sitting on hold for over 30 minutes) twice, told that our boxes would be delivered.nope. We are sleeping on the floor of our apt because we have NO idea when we will see our stuff. Horrible! Horrible! Horrible!

  

  Business Response

  Date: 07/26/2022

  July 26, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3839004
  
  Dear Ms. ********************** you for your concern for our customer *************
  
  *************************, our Executive Assistant for our Western ************** **************** followed up on the information ************ provided.  She informed our office a refund for the delivery charge in the amount of $106.95 was issued back to ************** Master Card account.  Refunds can take up to 5 business days to post to a credit card.
  
  Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
  
  Sincerely,
  *****************************
  Executive Assistant
  U-Haul International

  Customer Answer

  Date: 07/27/2022

  Was told that we would receive a phone call from the president of marketing, and it never happened.  Was told that our boxes would arrive, and they didnt. Was told by 4 different customer service persons that we would be getting a call from *****, never happened. On hold for 40+ minutes only to be hung up on. Had to sleep on our bare Apt floor for multiple nights, because Uhaul lied. Now they want to refund our delivery fee? Seriously? We paid over $3,000 to use their services, and they simply do not care about their customers. Too bad too, because i always thought Uhaul was the one to use, not anymore. Corporate feed has taken over this company apparently. They are grossly understaffed (ie: 1 driver for 3 states who does not drive on weekends), and the employees that they do have simply do not care. Again, horrible, horrible, horrible. 
  Never, ever again. 
  Thanks for your help *****************, but no thanks. You can keep your $106. 
  
  

  

  Business Response

  Date: 07/31/2022

  July 31, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3839004
  
  Dear Ms. ********************** you for your continued concern for our customer *************
  
  *********************, our President for our Western ************** **************** reviewed ************** recent comments.  He informed our office he spoke to ************ on July 28th and discussed the events that took place.  The biggest issue appeared to be simple miscommunication and time wasted on phones.  ************** *****-Box was delivered to his house free of charge and then stored at a warehouse until ************ needs the belongings.  He was reimbursed for charges and expense accumulated due to the delay in the amount of $1,000.  Refunds can take up to 5 business days to post to a credit card.
  
  We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry.  Thank you for bringing this matter to our attention and allowing us to offer another response.
  
  Sincerely,
  *****************************
  Executive Assistant
  U-Haul International

• Initial Complaint

  Date:07/22/2022

  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 rented a truck and appliance dolly contract #******** and phone number ************ on The dolly was not in the truck when I picked it up. This was a gas station location so no attendant. I had to call several locations to try to get one all not picking up, as it was 4th of July. I finally found a location 9 miles away. So, I had to drive the truck (at 89cents a mile or $16 and the extra gas for 18 miles @ 10 miles per gallon at $5.49 per gallon is $9.88 When I was checking out, the section that asks if there is damage, etc There was a question if the truck needed cleaning and I answered Yes and it put a $25 charge on my ****. I did not make a mess at all, I thought the truck was dirty to begin with and I was just reporting it. I tried to find a way to edit it, but the system would not let me. I need that $25 fee removed.I asked for the $25 cleaning fee, $16 per mile charge for driving to get a dolly for another uhal and the extra gas $9.88 for a total of $50.88. All they refunded me was $10.00. They owe me $40.88. I know this is not a lot, but have emailed them several times with no success. The last email said "I do apologize if you did not get the dolly. I do apologize for the late reply. We refunded you for the Dolly you were charged for. That is the most we are going to compensate"I want the refund, but more than that, they should get a bad **** on your site.

  

  Business Response

  Date: 07/27/2022

  July 27, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3802361
  
  Dear Ms. ********************** you for your concern for our customer **************.
  
  Our records indicate a refund for $10 was issued on July 5th and then $40.88 was issued on July 22nd back to Ms. ****** **** account.  A 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:07/22/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a truck and auto transport rental on 4/29/2022 for a move on 7/13/2022. On 7/7/2022, I received voicemail saying that the location I reserved it at could not service my order. I called back for more information, and they were able to find me a truck and trailer at 2 different locations that I could pick up on the day of my move. I asked for a discount for the inconvenience, and I was promised that they would reduce the cost of the rental to a flat $1000 (the quote was $1092 for the truck and $242 for the trailer). When I arrived at either pickup location, they both refused to honor the discount. I have since tried to contact customer service for help and they said they would get back to me but have not. I also requested a copy of the recording (when you call them, every call says it is recorded) and they will not send me one.Separately, when I returned the truck, the manager of the return store checked it in, moved the vehicle, and opened the back. He said I was good to go and did not mention any additional charges, but a few days later, I got another charge on my credit card for $10.30 in gas and $20 for a cleaning fee. I returned the truck with the same fuel level (5/16 tank on pickup, the return form marked it as 1/4 tank) and had actually returned it cleaner than when I picked it up (there was rice spilled in the truck before i picked it up). Unfortunately, I do not have proof of either of these, so it is my word vs the managers.In summary, I want to be refunded $334 * **** (************ sales tax) + $30.30 = $391.02. I am not even requesting any additional money for the effort I have spent contacting their customer service via phone, chat on their website, or email.I am happy to pay the $1000 for the truck and all taxes, fees, and the buy-up protection plan I purchased for $84.

  

  Business Response

  Date: 07/26/2022

  July 26, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3812945
  
  Dear Ms. ********************** you for your concern for our customer *********************************.
  
  *********************, our Traffic Manager for our North ************ **************** followed up on the information ******************************** provided.  He informed our office a refund for $391.02 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: 07/26/2022

  
  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:07/21/2022

  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.

  06/29/2022-Ubox service Paid 2158.00+477.00 (for moving help through Uhaul)Paid for 3 Uboxes. The movers that Uhaul contracted for me showed up 3 hours late. I ordered 3 uboxes. U haul did not provide all 3 boxes to me as they stated they only had equipment to provide one box at a time. Movers had to pack 1st box, drive 30 minutes to drop that box off , deliver the 2nd box, and load that one. By the time they were going to get my 3rd box, Uhaul was closed and I never received the 3rd Ubox to store my belongings. Additionally, my Uboxes were left unlocked, and I never recieved keys. I don't know where my furniture is. Because they didn't deliver the 3rd Ubox, I had to leave a dining room suit, 4 chairs, and some other boxes because my 3rd Ubox was not delivered. I have called Uhaul several times, I have emailed about this as well, and no one has called back or responded to thiscomplaint. They charged my card over $2,000.00 but has not responded to the location of my boxes, the keys to get in the boxes, and/or compensation for the items they caused me to leave behind. I didn't recieve a response the emails or phone call requests about this matter. As of today, I have been robbed by Uhaul. This issue has been ongoing for weeks and still no response. Where are my personal belongings? Why didn't you provide keys to get into my boxes? How do you expect me to enter the boxes with no keys? How do i know my property is still in there? Who will compensate me for my personal items your company caused me to lose? If you didn't have equipment to deliver all 3 boxes that I reserved why did you take my credit card information and still charge me? I need answers asap! This has been going on for way too long!!

  

  Business Response

  Date: 07/25/2022

  July 25, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3796263
  
  Dear Ms. ********************** you for your concern for our customer ******************.
  
  ***********************, our President for our West Central ******** **************** followed up on the information ***************** provided.  He informed our office a refund for her moving help expense along with an additional refund for $300 in the interest of customer good faith was issued back to her Master Card account.  The refund for $862 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