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
- 2,068 total complaints in the last 3 years.
- 585 complaints closed in the last 12 months.
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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:03/12/2025
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.
To start off, the Uhaul wasnt even available for rental at the time specified because of issues with Uhauls computer system. By the time we got the Uhaul, we had waited almost two hours out in the sun. Then they had to cancel the first reservation for some reason unknown to us and make a new reservation. By this time the sun is starting to set and now we only have a few hours to use it because that was the only date and time I had off. So when we got to my house to load up the furniture and opened the back that they keep unlocked, the stench was overwhelming and there was urine and f**** and drug paraphernalia and evidence of a fire and ****** napkins which I attached pictures of. So we called Uhaul immediately and they said theyd do a discount since they didnt have another truck available so we cleaned the excrement off the floor ourselves and proceeded to use the truck for one trip to the new place which took less than three hours. So after dropping off the only load of our belongings we took the truck straight back to Uhaul. And they have cameras establishing exactly when I dropped the truck back off. And they said theyd give me a big discount for the inconvenience. But low and behold, yesterday they charged my card for 56 dollars and I already paid 111 dollars online at checkout. So I called them yesterday and asked when they were going to refund my card for charges that were not legislate. Then when I once again today called them about the charge yesterday they charged my card another 56 dollar transaction and then another 56 dollar transaction back to back within ten minutes. I had to lock my card. They retaliated against me and charged my card repeatedly for god knows what because I called them to ask about the discount on the 111 and the 56 dollars from the previous day. I dont want another person to get robbed by a shady business like this. Attached are the three photos of how we got the truck and last two are of how we left it completely cleaned
Business Response
Date: 03/18/2025
March 18, 2025
BBB ID#: ********U-Haul Ref#: 5203268
Thank you for your concern for our customer, ******* ******.***** ********, ***************** President of *****************, followed up on the information ******* provided. The resolution is as follows:
***** left a couple of voicemails for ******* but was not able to speak with them. A full refund of $136.95 was submitted to the card ending in 0408 on 17 Mar 2025. Refunds normally reflect on the card within five business days.
We apologize for any inconvenience.
Our customers are especially important to us,and we regret to hear of situations which cause problems for them. Thank you for bringing this matter to our attention and allowing us the opportunity to offer a response.
Sincerely,******** ************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************ Team
U-Haul International
Initial Complaint
Date:03/11/2025
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.
My order number was ******** my information listed is the same phone and email for my Uhaul account. When I paid for the truck and picked up the keys I did not receive the paper that I normally do that shows how much gas is in the truck nor the mileage. When I picked up the truck it was almost on ********** light was blinking saying the truck had 45 miles on it. If you look back at the camera footage for that day around 9am-9:30am you will see that I left without that paper. Then after I returned the truck there was added charges for $30 for fuel. I returned the truck with more gas than it left with. Also they claimed I went an extra 37 miles which was a lie. I drove that truck from the pickup location to ************************************************************************ to ************************************************************** then to the gas station at 7-11 at ************************************** then back to the drop off location. I believe they are trying to scam extra money out of me as this location has a reputation for doing shady business, I just didnt know how. I am asking that someone from the corporate office reach out to me because this is inaccurate and if the employees are doing this I believe the management may be involved as well. I am also pleading that the camera be looked at. They used my stored signature from my account to say I agreed to that amount. I do not agree with what they are doing and am disputing this. If Inhave to do it legally then fine, but I dont want to waste my time, my money, and the courts time for something that is easily to be resolved by looking at the camera and simply seeing that they did give me the paperwork detailing the mileage or gas before I left as I always receive from U-Haul whenever I rent from them. Thank you and I look forward to hearing from you.Business Response
Date: 03/13/2025
March 13, 2025
BBB ID: ********
********************** Ref: 5204561
Dear Mr. ******************** you for your concern for our customer, Ms. ******************** ******, our Executive Assistant for our ************************* followed up on the information Ms.****** *************** She informed our office she spoke to Ms. ****** and discussed her concerns. She advised her she would have the fuel fees and the extra mileage, she believes she was charged, removed. Ms. ****** contacted our billing department to have the Promissory Note removed.
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.
Best regards,
***** *********
Sr. Field Support Representative
U-Haul InternationalCustomer Answer
Date: 03/14/2025
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:03/11/2025
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.
On January 30, 2025, I rented a UHaul truck for a move from ****************, ** to *******, **. I paid a fee upon rental. I returned the truck on February 1, 2025. I was charged for additional use of the vehicle (which was to be expected). After that charge went through, I was verbally told I would be charged an additional $500 for a paint spill in the cargo area of the truck that was on a metal floor. Due to the cold weather, the spill was contained to a small area toward the entry door of the cargo area. I was shown an image of the back of the truck that looks like water was added to the paint to make a larger area than how I returned the truck and it is not accurate to the spill that was done during my move.I was unable to try to clean this paint spill because I had two children with me in the vehicle and had an additional 2.5 hours of driving (my car was in the UHaul parking lot). I did not have another adult with me. I was willing to pay a fee for the inconvenience, but $500 seems unfounded when the issues remedy would take 10 minutes to clean with a hose or pressure washer. I was told UHaul does not have facilities to clean its vehicles (which also seems like a business error considering transportation vehicles can easily become soiled from use). I filed a complaint disputing the $500 fee (complaint ********). When I called *** the location manager, I was told he was in the warehouse and would call me in 10 minutes. Several days later he called and left a voicemail (which I still have) saying he would work with me on the fee. He never answered my calls when I returned his voicemail. However, he charged my account without ever negotiating or speaking to me on March 4, 2025. He did not charge my account sooner because the card he had in file was frozen.Business Response
Date: 03/18/2025
March 18, 2025
BBB ID#: ********U-Haul Ref#: 5162075
Thank you for your concern for our customer, ******* ********.*** *******, ***************** President of ************, followed up on the information ******* provided. The resolution is as follows:
The cleaning fee was adjusted from $500 to $200.Since the promissory note had already been paid in full, a refund of $300.00 was submitted to the card ending in 7328 on 17 Mar 2025. Refunds normally reflect on the card within five business days.
We apologize for any inconvenience.
Our customers are especially important to us,and we regret to hear of situations which cause problems for them. Thank you for bringing this matter to our attention and allowing us the opportunity to offer a response.
Sincerely,******** ************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************ Team
U-Haul International
Initial Complaint
Date:03/11/2025
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.
Long story short, uhaul owes me some refunds and there business account managers aren't answering or calling back. Very unprofessional business to be such a sizable corporation.Business Response
Date: 03/13/2025
March 13, 2025
BBB ID: ********
********************** Ref: 5204596
Dear Ms. ********************* you for your concern for our customer Mr. *************** *****, our Midwest Regional Sales Manager, followed up on the information Mr. **** provided and corresponded with him by email. Mr. ***** explained to Mr. **** he was provided the correct way to make a corporate reservation in his Welcome Letter when he became a U-Haul Business account. Mr. ***** also provide the information to make a Corporate Reservation and explained a refund for his personal rental would not be issued. Mr. **** emailed back stating he no longer needs a Corporate Account with **********************.
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.
Best regards,
***** *********
Sr. Field Support Representative
U-Haul InternationalCustomer Answer
Date: 03/13/2025
Uhaul has been a terrible company to deal with. Mr. ** ***** which is suppose to be the regional sales manager took over a week to get back with me after my initial two calls. He vaguely emailed me stating that no refund would be given because I reserved my Uhaul Improperly which I was never made aware of this initially and when I rented the vehicle in store the employees told me they would put the rental on my corporate acct. This isn't the first or second time that Uhaul has thrown felonious charges on my acct without doing anything to resolve it. There's multiple other reviews about similar issues, this will be taking up with the ************************, ************************************ and Attorney General. Im sick of these type of companies praying on the smaller ones to get by financially!!Business Response
Date: 03/18/2025
March 18, 2025
BBB ID#: *********
********************** Ref#: 5204596
Dear Ms. ********************* you for your continued concern for our customer, Mr. ***************** *****, our Director for our ************************** reviewed Mr. **** recent comments. He reviewed the rates and assured our office Mr. **** actually received the best rate guarantee and the corporate rate schedule would have actually cost Mr. **** more. He also relayed every customer is sent a welcome email telling them where to place a corporate reservation. This is also explained over the phone during the approval process and is on the Terms and Conditions that they sign during the activation process.
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,
***** Palmisano
Sr.Field Support Representative
U-Haul InternationalInitial Complaint
Date:03/11/2025
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 have a storage unit at this facility which I moved all my house furniture into on August 15 2024. I visited my storage unit on March 3rd, ************************************************* there and there is rat poo and damages to my furniture. I was not made aware of any report as I asked the manager has there been anyone reported the same issue and she stated to me yes there has been three reports within the timeframe that Ive had my storage unit. I am looking to be reimbursed for the damages or refunded the monthly payments *** made to this company as I now have to start over with my furniture because its damaged. I also would like to acknowledge there was no food or anything of any sort to attract any rodent into my unit. I am very upset that I was not made aware of the reports and also again knowing I have to take the time out to throw all my stuff away and starting over.Business Response
Date: 03/31/2025
March 31, 2025
BBB ID: ********
********************** Ref: 4224262
Dear Ms. ********************* you for your concern for our customer Ms. ********************* *********, our President for our South Central *********************** followed up on the information Ms. ******** provided. He informed our office Ms.Sherrards claim is being handled by ************************** Repwest can be reached at ************.
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.
Best regards,
***** *********
Sr. Field Support Representative
U-Haul InternationalCustomer Answer
Date: 03/31/2025
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:03/07/2025
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.
1/7/2025 contract ********. My truck was stolen on Dec 26th 2024. It was found and towed on 1/2/2025. On January 7th it was taken to the property at **************************** on January 7th the truck was in your possession and on your property. It was broken into and $77,000 worth of my belongings were stolen. I have the receipts and documents for everything stolen. I have witnesses and information on the people who bought my belongings. I have videos and pictures. The police are searching for the defendants but I am holding U-Haul responsible for my belongings stolen. Your manager placed his personal lock on the truck. The truck was moved around unnecessarily. I will never get my things back. They stole my identity, my childrens identity, and my husbands identity. I want financial support for the things stolen. Im taking this to civil court. Its inexcusable. I will be suing for 250,000$ for my things and the grave damages that it has caused my family and my personal life.Business Response
Date: 03/10/2025
BBB ID: ********
********************** Ref: 5141839
Dear Mr. ******************** you for y*** concern for *** customer Ms. *************************************** *** President for *** Van ***************************************** followed up on the information Ms. ******** provided. She informed *** office the U-Haul truck Ms. ******** rented was recovered from impound and *** GM gave Ms. ******** a week to gather her belongings. Ms. ******** did not return to retrieve her items and the truck was, unfortunately, broken into overnight. If she wishes to file a claim for a loss, she can contact ************************* Central Reporting Unit at ************,choose Option 1. She can also file online at **************************
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 *** attention and allowing us to offer a response.
Best regards,
***** *********
Sr. Field Support Representative
U-Haul InternationalInitial Complaint
Date:03/06/2025
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 rented a car dolley but was unable to use it. I returned it the same day at 7 p.m. to the location on my reservation (*****************). I got a partial refund of $60. The remaining portion of the bill is being withheld because of a "daily charge" which is fine, however the daily charge is $44.95, not $96. I'm owed $51.Business Response
Date: 03/07/2025
March 7, 2025
BBB ID: ********
********************** Ref: 5187244
Dear Mr. ******************** you for your concern for our customer Ms. ****************** ******, our Traffic Manager for our *************************** followed up on the information Ms. ***** provided and sent her the following email in response:
Dear **** White, Thank you for reaching out regarding your recent rental. We sincerely apologize for any inconvenience you may have experienced. I have reviewed your file and have processed a full refund for your tow dolly rental. Please allow 3-5 business days for the refund to reflect on your credit card on file. We appreciate your business and value your feedback. If you have any further questions or need any assistance, please dont hesitate to reach out. Best regards, **** U-Haul ** of *****
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Best regards,
***** *********
Sr. Field Support Representative
U-Haul InternationalCustomer Answer
Date: 03/07/2025
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:03/06/2025
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 compliant to UHaul is about false advertising and not charging me the price I was quoted. While making an order online the website showed a 20% discount for ordering online, which I did. The price quoted me was $1,111 however I was charged the undiscounted amount of $1,389 in my invoice. I spoke to the business about this and all they could do was push this issue up as a complaint.I took the attached photo the day I did the online order which was 2/23/2025Business Response
Date: 03/10/2025
March 10, 2025
BBB ID: ********
********************** Ref: 5197505
Dear Mr. ******************** you for your concern for our customer ************************************* our President for our Northern ************************** followed up on the information Mr.******** *************** She informed our office a refund for $278 was issued back to his American Express account as an adjustment on his rental. The refund can take 5 business days to post to his 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.
Best regards,
***** *********
Sr. Field Support Representative
U-Haul InternationalInitial Complaint
Date:03/04/2025
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.
Uhual charged $60.00 for a moving van and after we returned it with more gas than we were supposed to put in it they are trying to charge me a extra $50 and they won't give me a reasonBusiness Response
Date: 03/05/2025
March 5, 2025
BBB ID: ********
********************** Ref#: 5195886
Dear Mr. ******************** you for your concern for our customer Ms. ****************** ********, our President for our *************** **************** followed up on the information Ms. ****** provided. He informed our office he spoke to Ms. ****** and discussed her concerns. He offered his apology and explained he had reversed her Promissory Note that had been issued on her contract.
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.
Best regards,
***** *********
Sr. Field Support Representative
U-Haul InternationalInitial Complaint
Date:03/03/2025
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 reserved a truck 3/2/25. took 2 movers i hired. i was consolidating 2 storage sheds. my daughter owns a movie film studio and i own a movie prop business. due to my business i am always renting trucks to move props around. i am a high volume uhaul renter. i added a driver name tamba to drive truck because i had my car and another mover i could drive truck and my car. normally i rent at the uhaul next to the storage on ********** but there wasnt any trucks available. this is when i was told to call ealert because i had a balance. i was thinking to was from the last truck i rented. i rented twice in the month of february. i called number ************** was told by a *** i had a balance of ********. i was confused because i have never done anything to total *****. the *** told me it was because of tamba and *******. i dont know tamba to extent that i know what he does or who he knows. theres no relation. i dont m ow *******. but because i added someone hired to move me and he owes ********. i am unable to ever rent a truck till they clear the balance my last reservation that i added him as driver. your reservation. ******** U-HAUL ********************************************* OF JONESBORO ****************************************************************** **************Business Response
Date: 03/04/2025
March 4, 2025
BBB ID: ********
********************** Ref: 5192663
Dear Mr. ******************** you for your concern for our customer Mr. ******************** ********, an agent with our eAlert Department, followed up on the information Mr. ****** provided and sent him the following email in response:
Dear Tegi ******, Thank you for reaching out to the U-Haul eAlert department. We appreciate your continued support and loyalty to U-Haul. Since youve had repeated business with us and weve noted that you typically hire movers for assistance with your equipment,weve decided to unlink you from the eAlert that was connecting you to Tamba.This was just a one-time association, and we believe this update will better reflect your usual process with us. Please know that you can book your next reservation at any time, and we are always here to help. Thank you again for choosing U-Haul. We look forward to serving you in the future.
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.
Best regards,
***** *********
Sr. Field Support Representative
U-Haul InternationalCustomer Answer
Date: 03/04/2025
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,
Tegi ******
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