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
- 2,089 total complaints in the last 3 years.
- 594 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:07/16/2022
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 rented a uhaul truck, advertised on their trucks as costing $20, but the initial fee for the truck was already $40, so already misleading advertising. After returning the truck, I tried to get a picture of the odometer for my records, but the employees refused to give me the keys of the truck back or any access to the truck so I could check and verify the mileage. They have since charged me $300 total for the truck rental, much of the cost being they claim I drove the truck over 100 miles, when I have calculated it, and it was only 26 miles. They wildly false advertise on their cost of trucks, and also are lying about the amount of miles driven, but denied access to me when I tried to protect myself from this exact situation.
Business Response
Date: 07/20/2022
July 20, 2022
BBB ID#: *******
********************** Ref#: 3827566
Dear Ms. ********************** you for your concern for our customers, ********************************* and ***************************, whose name is on the rental agreement.
***************************, our President for our South ****** **************** followed up on the information ****************** provided. She informed our office she spoke with ****************** and addressed his concerns. She offered her apology for the miscommunication on behalf of the U-Haul staff and advised him, in the future,to always wait for the walk around link we send to our customers cell phone. ************** relayed she would remove the Promissory Note balance for $193.97 and he will receive a refund for $60.52 as an adjustment on his rental. His total rental is $68.20. ***************** agreed with our resolution. She assured our office she talked to our GM of our U-Haul store involved regarding more training needed to ensure our customers are receiving the quality of service they have come to expect and deserve from 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 InternationalInitial Complaint
Date:07/15/2022
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 was charged $400 for supposed priority shipping when I never chose priority. The shipping took almost a week and was left at a ********** yet charged $400 for the shipping. Refused to do anything about it.Business Response
Date: 07/19/2022
July 19, 2022
BBB ID#: ********
********************** Ref#: 3826470
Dear Ms. ********************** you for your concern for our customer Ms. *************************************************** with our ********************** followed up on the information Ms. ***** provided. She informed our office an email was sent to Ms. ***** regarding the refund of the shipping cost.
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:07/15/2022
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 July5, 2022 U Haul received payment and cashed my check for my storage unit. On July 11, 2022 I received notice that they never received my payment which is now late. I made a 2nd payment for July on the 11th. I received proof from the bank that U Haul received my 1st payment and brought it back to U Haul. They refuse to refund or credit my account for double payment for the month of July. I cannot get contact with the manager or district manager to resolve this.Business Response
Date: 07/19/2022
July 19, 2022
BBB ID#: ********
********************** Ref#: 3826447
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 attempted to speak to ************** but reached his voicemail and left a message with his personal cell phone number for a call back. He will apply a VIP Certificate for $89.95 to Mr. ****** storage account, unless ************** specifies otherwise. A $25 VIP Certificate was also issued to help offset the inconvenience ************** experienced.
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: 07/19/2022
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:07/15/2022
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 rented a UHaul on June 2nd to move from Idaho to Alaska. Our new home was not ready to move in so we needed to store the vehicle for 14 days, I called and they said it would cost $40+tax a day ($560+tax). I dropped the vehicle off on June 25th. Later that day an email was sent to me where they charged my card $991.25, $952+tax. There was an additional charge of $392+tax ($407.52 is what I calculated). I attempted to call them a few times but the hold times were too long. Today I chatted with them on their online chat tool for a bit, and they explained it was for Safe Drive coverage, which I authorized for the trip, but not for storage, nor was this mentioned when I inquired about the extra days. Why would I purchase drive coverage for a vehicle in storage? They refused to refund the card and after a bit they declined to chat with me. The driver was a friend of mine who drove it for me while I drove my truck and trailer. They said he was the contract holder and they could only speak with him, even though I signed the contract and I paid the ****. I request a manager call me, they told me to call the number with the long hold times. I then said, no they need to call me. Then he abruptly ended the chat, I have the chat saved. They need to refund my card $407.52. I have also disputed this charge with BofA.Business Response
Date: 07/20/2022
July 20, 2022
BBB ID#: ********
********************** Ref#: 3826412
Dear Ms. ********************** you for your concern for our customers, ************************* and ***********************, whose name is on the rental agreement.
A refund for $397.92 was issued back to their **** account for the 14 extra days of Safemove Protection at $28 a day. 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:07/15/2022
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.
In 2017 a U-haul truck was reserved under my name without my consent. The truck was rented in *******, ** and picked up and rented by a person that is not me. The charges for the truck were put under my name even though I did not rent the truck. I have called this facility multiple times to explain that this was a fraudulent transaction. The person who rented the truck used their ID and Credit card information, but was not held liable. I contacted the corporate office and the issue has not been resolved. To this day I cannot rent a U-Haul because of this incident. The amount owed is $275.00. I live in *******, ******** and have never rented a truck from this located. It is clear that another person used my information to rent a truck without my permission, yet after showing proof it was not me, U-haul continues to hold me responsible.Business Response
Date: 07/21/2022
July 21, 2022
BBB ID#: ********
********************** Ref#: 3826553
Dear Ms. ********************** you for your concern for our customer ********************.
*************************, our President for our South Eastern ********* **************** followed up on the information ******************* provided. After researching the issue, he sent ******************** a text message requesting a call back to advise her she had been removed from eAlert and he will submit a request to clear the Promissory Note.
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:07/15/2022
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.
This has been an ongoing dispute with UHAUL. I have been trying to make partial payments on my storage unit, given my economic situation and the manager of UHAUL continuously tells me I cannot make partial payments but must pay ALL the balances in full. This is over $600 due to the fact that I couldn't make partial payments when I had the money EACH ***** & since he wanted it all in full, I had to wait sometimes am month hence adding more lien payments & more late payments ON BOTH ACCOUNTS. EVEN IF ONE WAS PAID IN FULL. 1 ACCOUNT in my husbands name and 1 in my name but I linked them to one WEBSITE ACCOUNT because my husband does not deal with technology so to make it easier for me, I linked the accounts on the website ONLY. BECAUSE OF THIS, THE MANAGER IS TELLING ME IT IS ONE ACCOUNT BUT WHEN THEY ARE PAID IN FULL, I CAN PUT THEM UNDER TWO ACCOUNTS. I DID NOT OPEN THE SECOND STORAGE UNIT. MY HUSBAND DID, I WAS NOT EVEN IN PROVINCE SO FOR HIM TO SAY THEY ARE BOTH THE SAME ACCOUNT IS WRONG. I DID NOT SIGN FOR IT. MY HUSBAND DID. SO IT IS NOT MY ACCOUNT. I ONLY LINKED THEM VIA WEBSITE SO I COULD PAY THEM EASIER. I ASKED THE MANAGER TO MAKE AN EXCEPTION SO I COULD PAY $300 NOW AND $300 AT THE END OF THE ***** AND HE SAID NO. HE SAID I COULDN'T IT HAD TO BE PAID IN FULL. MEANING I WILL GET CHARGED MORE LATE FEES, MORE LIENS UNTIL EVENTUALLY I CAN'T AFFORD IT AND IT HAS TO BE AUCTIONED OFF. HE DOES NOT COMPROMISE OR MEET CLIENTS HALF WAY. I HAVE THIS STORAGE FOR A YEAR OR MORE SO WHY AM I NOT ABLE TO MAKE A PARTIAL PAYMENT UNTIL THEY ARE ALL UP TO DATE ACCORDING TO MY ECONOMIC NEEDS. LAST TIME I PAID IT IN FULL, I HAD TO GO TO A FOOD BANK FOR THE ***** FOR FOOD, BECAUSE HE ASKED ME TO EXTEND MY FINANCES. IF THE BALANCE OWING IS $395 AND IF WANT TO PAY $200 FOR LAST ***** THEN PAY THE ADDITIONAL $200. I AM NOT ALLOWED. IT ALL HAS TO BE PAID AT ONCE. I HAVE ASKED HIM SEVERAL TIMES TO MAKE AN EXCEPTION OR TO ALLOW A PARTIAL PAYMENT. HE SAID NO.Business Response
Date: 07/23/2022
July 23, 2022
BBB ID#: ********, ********
U-Haul Ref#: 3626702
Dear ******************,
Thank you for your continued concern for our customer ******************.
Our GM for our U-Haul Moving and Storage of ************* *******, followed up on the information ****************** provided. He advised our office ***************** is not happy that, per our storage policy, we cannot take a partial payment toward her storage account. She is currently 2 months behind on rent. Partial payment will not dissolve late and/or lien fees. He also relayed ****************** has been verbally abusive toward our staff at the storage facility. We have offered to put her larger unit under her ex-husband and she declined. We have also asked her to combine both storage units, but again, she has declined and said her ex-husbands belongings are in the larger unit and her belongings are in the smaller unit.
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 InternationalInitial Complaint
Date:07/15/2022
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 made a reservation on U-Haul website for a truck and was presented with the option to add professional movers to help me. I also had to estimate for the time it'll take to complete the move of my household goods and pay for the number of hours upfront. So I estimated 2 people for four hours. Two men showed up at my house and completed the work in less than two hours. I later reached out to U-Haul for a refund of the remaining 2 hours that I had paid for and was never used and U-Haul directed me to movinghelp. Moving help directed me to Quality Movers. I have attached the correspondence between myself and the moving company "Quality Movers". They have refused to give me back a refund of the unused hours.Business Response
Date: 07/21/2022
July 21, 2022
BBB ID#: ********
********************** Ref#: 3826427
Dear Ms. ********************** you for your concern for our customer **************.
*********************** with Moving ****,followed up on the information ************** provided and sent her the following email in response:
Mercy,Please accept our deepest apology for any difficulty or inconvenience you may have encountered with your service provider. Moving **** is a neutral venue and each Moving **** service provider is an independent laborer who is responsible for their own customer satisfaction and level of service. Thank you for informing us about your experience. We strive to provide excellent service to our customers and will utilize your feedback to prevent any recurrence. We realize that this is a service industry and our customers deserve the best. Our apology at this time cannot undo your experience; however, our regret is sincere and our efforts in the future will be guided by this experience. As previously stated, you had the Providers worked less than 2 hours. So since 2 hours is our minimum time, I was able to issue a refund of the remaining 2 hours back to your card ending in ****. Depending on your bank/financial institution, please allow 3-7 business days for your bank to process this transaction, and for the funds to reflect into your bank account. Please be advised, Moving **** cannot expedite the refund process.
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: 07/21/2022
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:07/14/2022
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 contacted the moving company to move my household goods from two storage units to my house and was given an estimate of $622.00 however was charged $4129.00 and the movers would not take the items off of the truck until I payed them. I calked the company 17 June 2022 and asked why so much money and was told they would get back to **** I also sent several e-mail that were not answered. Your help in this matter will be appreciated. I' a 100% disabled retired Marine veteran. I would like an explanation of charges and would also like most of my money back.Business Response
Date: 07/27/2022
July 27, 2022
BBB ID#: ********
********************** Ref#: 3840220
Dear Ms. ********************** you for your concern for our customer ************************.
Our ********************** *************** followed up on the information ************************ provided. They were unable to locate a Moving Help order with the information he provided and confirm he booked through Moving Help. He can forward any receipts he may have to help identify the transaction.
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:07/13/2022
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 rented a U-Haul for 6/26/2022 with a pickup at noon. The reservation number 24108560.It was not until we went up to pick up the truck were we told that the truck was not available they were waiting for folks to bring them to come back in a couple of hours and I was told that my reservation was changed from the 4 hour one requested to a 24 hour one. Thank you for that but it did not negate the fact that I left work early and had to inconvenience the movers (which cost extra) and the person I was picking up the items from. I also forgot to mention that I spent the better half of the day calling U-Hauls ***** number and being given the run around. The move ended up being an complete disaster and ******* to get the truck back I forgot to add another 7 bucks to get the truck back to the 1/2 quarter tank and for that I was charged an additional $40 and I would like that back.Business Response
Date: 07/18/2022
July 18, 2022
BBB ID#: ********
********************** Ref#: 3820722
Dear Ms. ********************** you for your concern for our customer ************************.
Ben Shock, our President for our Central ******* **************** followed up on the information ************************ provided. He informed our office he sent ************************ an email offering his apology and advised her of a refund for the $44 fuel charge 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 InternationalInitial Complaint
Date:07/13/2022
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 uhaul on Monday may 23,2022 for Wednesday 25,2022 prior to Wednesday I canceled and told them I would call back because my destination has changed so I will reserve one in a few days. On Thursday 26, 2022 at 4:00 pm my card was charged $50 so I called the company and asked why my card was charged another person grabbed the phone and said we are calling our corporate office so we can refund your money they will call me back. I said ok. So a hr went by I called back no one answered. The following day May 27, 2022 at about 12:17 p.m. I called several times then I called from another number and a man picked I explained what went on and he tells me umm look we are not refund my money and stop calling there and am I loosing my mind. I asked him what his corporate office name he went back to say look it up. And then another man got on phone being very belligerent and rude so I hung up.Business Response
Date: 07/19/2022
July 19, 2022
BBB ID#: ********
********************** Ref#: 3828442
Dear Ms. ********************** you for your concern for our customer ******************.
A refund for the $50 cancellation fee was issued back to ****************** **** account. Refunds 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 International
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