Complaints

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

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• 

  U-Haul International Inc

  All Locations Phoenix, AZ 85004

  
• 

  U-Haul International Inc

  17209 N Cave Creek Rd Phoenix, AZ 85032-2441

  
• 

  U-Haul Moving & Storage

  2516 4th Ave E Olympia, WA 98506-4823

• 

  U Haul

  2601 2nd St Hwy 6 W Coralville, IA 52241

• 

  U Haul of Oregon

  4400 Franklin Blvd Eugene, OR 97403

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:07/12/2022

  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 had used uhaul to move myself with one of their trailers. Ended up in a accident and had a horrible experience with the call centre and the tech to ***** the trailer. He left me feeling very uncomfortable to continue my travel. So I was in a bind. When I reached out to a local uhaul in ****** **** they told me about the uBox option. We had to jump on this as we had to continue our move across CANADA. When I spoke on a recorded line with uhaul the agent had flat out told me that I would not receive my Ubox delivery until my invoice was paid. So I made sure to have money on my card. No one ever called, emailed or any other form of communication asked for payment. I got my boxes, which also was a bad experience. Failed attempt first delivery damage my driveway. Second attempt also damaged my driveway and my locks were broken in a manner that someone had gained access. I had called the location and my last communication was waiting for a call back, never happened. Fast forward to July 11 and I get a collection agency notification for a Uhaul International **** no one had tried to reach me in any form, and online states my invoice is paid. So I would really like to know why this has been escalated to such a degree without following a decent procedure? I want uhaul to retract the collection notice and work with me directly. I have evidence and they do to on phone recordings. Please share my phone # and email with company as Im not comfortable entering on this public report.

  

  Business Response

  Date: 07/21/2022

  July 21, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3818958
  
  Dear Ms. ********************** you for your concern for our customer ***********************
  
  ***************************, our President for our Atlantic Canada *************** followed up on the information ********************* provided and sent him the following email in response:
  Hi ****, thanks for your inquiry. I took a look and I see an agent applied a VIP credit to the shipping cost of $800 some dollars, and while doing that it inadvertently put the remaining amount of shipping to promissory note, as you can see on the receipt. I can certainly take the payment and have it cleared up from collections. Would you like this taken from the credit card you were using at the time you rented? You can reply here with any questions or concerns.Thank you, ***************************
  
  Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
  
  Sincerely,
  *****************************
  Executive Assistant
  U-Haul International

  Customer Answer

  Date: 07/21/2022

  Im sorry but U-Haul does not understand the full scope of all my issues clearly! Bottom line is they did try to reach me in any form, they just sent me to collections. I have a case and I offered to save us all time and lawyers fees I would pay $3700. ***** declined my offer. 
  bottom line the customer service is horrible and Im not willing to pay anymore than $3700! 

  

  Business Response

  Date: 07/27/2022

  July 27, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3818958
  
  Dear Ms. ********************** you for your continued concern for our customer ***********************
  
  ***************************, our President for our Atlantic Canada **************** reviewed Mr. ********** recent comments.  ******************** advised our office he spoke to ********************** who acknowledged he never actually paid the balance but feels he should not have to because the online bill shows paid,when in fact the bill was put on a Promissory Note and was sent in for collection.  ******************** advised him we cant reduce the amount owed by $6,000.
  
  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:07/12/2022

  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.

  I rented a truck 20 they could not provide it to me gave me a 26 instead. Advised I would get a discount on the miles since I had a bigger truck. The truck had no gas in it they advised me they would make a note of it bring truck back with quarter of gas. I return truck I was charged ****** for gas and sent to collections for truck being on quarter tank and not full. The truck was on empty when I got it

  

  Business Response

  Date: 07/24/2022

  July 24, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3817431
  
  Dear Ms. ********************** you for your concern for our customer ********************.
  
  Our records indicate Ms. **************** was reversed and appropriate charges were applied.  A check for $5.99 was issued to ******************** on July 13th.  She should receive the check within 10 business days, if not already.
  
  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:07/12/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I arranged with Uhaul to use Ubox to ship my items to ******** **. They shipped them to ***** ** and are refusing to complete delivery. I fear they lost or stole my stuff.

  

  Business Response

  Date: 07/21/2022

  July 21, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3815993
  
  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:
  *****,I wanted to reach out and apologize for the issues you have had with your U-Box rental. I understand that your boxes were to be shipped into ********, ** however we re-routed the shipment to *****, ** which caused a major inconvenience to you and your ability to pick-up the boxes as this added an additional 200+ miles to your trip. Again I wanted to apologize that we did not communicate this information to you prior to your rental. To help offset the additional time and expenses that you incurred traveling to ***** I have refunded your credit card $1500, which you will get an email receipt of shortly. Please feel free to reach out if there is anything else that I can do to help you. Thank You!
  
  Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
  
  Sincerely,
  *****************************
  Executive Assistant
  U-Haul International

  Customer Answer

  Date: 07/25/2022

  
  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:07/12/2022

  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 inquired about renting a U-Haul truck/tow dolly, in person at the UHaul location 2 weeks prior to my move on July 1st. While buying boxes, I tried to buy the UHaul truck/dolly. The employee told me I needed to go online and make a reservation and someone from Uhaul would contact me the day before with a pickup location. Per his instructions, I went online and made a reservation for 2pm on July 1st and chose a location, that at the time had it available for my pickup date and time. There were 5 locations in my area, but only 2 had my equipment needed. The email I received form Uhaul did not mention this was just a request and it appeared like an actual appointment/reservation. I did not receive a call from Uhaul and so on July 1st at 1:30 pm, I called the location that was in my email where I was supposed to pick up. The owner did not have me on his schedule and didn't have a truck available at all. He told me I would have to call Uhaul and find where I was supposed to go. I called and had to hold for 30 minutes, so now it is 2pm when I am supposed to be picking up. The guy who answered had to transfer me to the Temple Regional Manager and I had to wait another 30 minutes. The lady who answered informed there were no trucks available near me and I wouldn't be able to move for a week. Which was ridiculous as I was promised a truck per the email I received from Uhaul. She told me they were super behind on reservations and contacting people and if I hadn't called them I would have not received a call for days to come. This seems like a terrible system to me and like misinformation. I have used Uhaul many times before when moving and never had this issue. I have always got a truck on my scheduled day and time as promised. The lady did find a UHaul over 80 miles a way and they closed at 5pm, and now it was 3:00pm. I had to immediately jump in the car and drive 90 minutes. The location was unprepared and I had to hook the tow dolly up while 8 weeks pregnant.

  

  Business Response

  Date: 07/18/2022

  July 18, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3818992
  
  Dear Ms. ********************** you for your concern for our customer **************************.
  
  ***************************, our Executive Assistant for our North ****** **************** followed up on the information ************************** provided.  She informed our office she spoke to ************************** and offered her apology for the issues she had and agreed to refund the tow-dolly and hookup fee plus the $100 discount she should have received at dispatch.  Refunds totaling $221.20 were issued back to her **** account on July 15th and can take up to 5 business days to post to her 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:07/12/2022

  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 previously rented 5 Uboxes that were emptied and returned/picked up by Uhaul on 2/23/22, closing the transaction. On 4/22/22, my credit card was charged $560.85 for storage of 3 Uboxes. I have made several attempts to call the local Uhaul provider, as well as the main line for the company. During every single call, the agent representative stated that they were accessing my information, confirmed my information and the transaction charge, then the call gets "disconnected". I would like a refund of this money, but I would also like others to be aware of this company's deceptive and elusive practices. Thank you.

  

  Business Response

  Date: 07/13/2022

  July 13, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3818913
  
  Dear Ms. ********************** you for your concern for our customer **********************.
  
  ***********************, our Traffic Manager for our Southern Atlantic ********************** followed up on the information ********************** provided and sent her the following email in response:
  *********************, I am following up on the voicemail I left you a few minutes ago with this email. Please accept my apologies for the charges that were made on your card. As I said in the email, I do not know why these sequence of events occurred, but I have refunded the charges to your card. You should receive an email receipt, and the funds should be in your account in 3-5 business days.Please accept my apologies for what has occurred, I can assure you that it was not intentional, and definitely not what we strive for in our dealings with our customers. Thank you for bringing this to my attention so that I can return your money to you.
  
  Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
  
  Sincerely,
  *****************************
  Executive Assistant
  U-Haul International

  Customer Answer

  Date: 07/13/2022

  
  
  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:07/12/2022

  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.

  On May 18th i went into Uhaul on Park Street in ******, to pick up an online reservation. during the pre payment hold process before i could get my rental there was a glitch in their computer system, followed by a user error on the part of one of the ********************** employees backing out of the file before the payment was processed properly. this resulted in the payment being taken from my account, not applied to my reservation, and then being lost in their system. they couldn't figure out how to refund the money immediately and i have spent the last 2 months fighting with them to get my money back. i have requested it be sent back to my card, that could happen because its an American company. i asked for a cheque, it hasn't shown up and that was now going on 1 month ago. i have requested a cash payment and they further figure this out internally and let me move on with my life. none of these have happened. the manager has gotten ridiculously belligerent, and i have run out of patience with this company. my last interaction resulted in my requesting she stop contacting me until she is telling me when and where my refund will be available. that was going on 2 weeks ago now and she was supposed to be contacting me with an answer the next day. i cant provide a receipt as it didnt process properly and i wasnt given any receipt for it, but can provide bank statements showing the removal of funds on the date, and no corresponding refund. The reservation # is ********. the file shows that there was no payment made. but once they open up the file and look deeper into the notes they have notes on the file. last time i called customer service, the woman i spoke with was extremely rude, almost saying i was lying to her then went deathly silent, didnt say anything for 5 min until i hung up and promptly got a phone call from a manager apologizing.

  

  Business Response

  Date: 07/19/2022

  July 19, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3720391
  
  Dear Ms. ********************** you for your concern for our customer ********************.
  
  Our records indicate a refund for $125 was issued back to Mr. ********* **** account on July 13th.  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