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 Truck Rental

  750 S Buckley Rd Aurora, CO 80017-3903

• 

  U-Haul Co. of Eastern North Carolina

  3001 Capital Blvd Raleigh, NC 27604-3333

• 

  U-Haul Moving Center

  124 Skyland Blvd Tuscaloosa, AL 35405

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:03/02/2025

  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 to move on February 27 2025 In addition I hired 2 movers to help with the move. The movers were supposed to show up on the following day 2/28/25 They never showed up. Mind you I have the rental truck for 1 day. The movers informed that they would be there 3/1/25 at 12 pm. They didn't arrive until 6pm that evening. We went to the storage and it took 1 hour to load the truck. We ready to leave and the truck battery died. We then called roadside assistance which took 2 hours to get there. The movers I hired for 4 hours are now sitting and doing nothing for 2 hours. Finally we get the truck started and are ready to unload. The movers unloaded half the truck. I asked could they please complete the move I would give them additional money they took the money. Did not complete the move. Now I'm stuck trying to complete the move by myself. Now being charged for additional days for the truck. This is unfair to me. I'm disabled and needed help. I feel like I have been robbed. Can you please give a resolution? I just need to complete the moving process or my money back?

  

  Business Response

  Date: 03/04/2025

  March 4, 2025
  
  BBB ID: ********
  ********************** Ref: 5190842
  
  Dear Mr. ******************** you for your concern for our customer Ms. ********************* ******, our President for *************************** followed up on the information Ms. ******** provided.  He informed our office our store GM spoke to Ms. ******** and offered an apology for the inconvenience she experienced.  She was assured we would only charge her for 1 day usage of the vehicle and our GM would personally take care of her return.
  
  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 International

• Initial Complaint

  Date:03/02/2025

  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.

  When I originally purchased the truck online it stated nothing about getting charged per mile and it was $100 to rent the truck. Then when I came to pick up the truck she told me they charged by the mile if I went over the estimated mileage which was 150 miles and I had gone to 180 miles. Which was 30 over the estimated mileage. So I was lied to from the start. Then they say at ******* after sending me the receipt that they charge per mile .99 cents and charged me for 180 miles. So they lied to me which is false advertisement online and terrible character. They also said if I go over the time the truck had to be returned that it was only $30 but they charged me a full day rate so that was also a lie. I want a refund of the money owed to me or I will be taking them to small claims court and contacting my bank. This is ridiculous and they should be ashamed! They are basically stealing, robbing, and lying to get people to rent the trucks and taking money from there account that shouldnt be taken. I want my money back! I will take this to the news and the papers. I am one they shouldnt have messed with because I wont stop till justice is served. You dont rob people and pull one over on them in business. Business should be providing a good service not stealing.

  

  Business Response

  Date: 03/06/2025

  March 6, 2025
  
  BBB ID: ********
  ********************** Ref: 5192622
  
  Dear Mr. ******************** you for your concern for our customer Ms. *********************** to Ms. ****** rental contract, she rented a 15 truck for an in-town rental.  When making a reservation online, we post the truck rate plus the mileage fee.  There are no hidden fees.  At the time of rental, we ask our customer how many miles they will be traveling in order to estimate the rental charges.  When the rental is completed, actual rental charges are calculated, depending on miles traveled and amount of time the equipment is in their possession.  Ms. ***** estimated 125 miles and was advised the truck was due back at 11:00 am on February 26, 2025.  According to the return contract, the truck was returned at 5:32 pm on February 26th, which went into an additional rental period at $29.95, and she traveled a total of ***** miles.  The truck was also rented with a full tank for fuel, but returned at tank, thereby, adding a fuel charge.  Rental charges are as follows:
  $59.90 for 15 truck ($29.95 per rental period x 2), $178.70 for mileage (***** miles x $0.99 a mile), $2 Environmental Fee, $63.75 for fuel charge and $14.30 for Tax = $318.65.
  
  All charges collected on Ms.****** rental are correct and will stand.
  
  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 International

• Initial Complaint

  Date:02/28/2025

  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 am writing to file a formal complaint against U-Haul. My recent experience with this business was unsatisfactory and has prompted me to seek assistance from the BBB. Details of the Incident:Date of Rental: February 28, 2025 Time of Pickup: 10:00AM Reservation Number: ******** and ********. I called the store at ************************************ to make sure my truck rental and time slot was still available. The gentleman on phone informed me that my reservations were sill on the books and confirmed my truck size and time slot. When we arrived, we were told that our reservation cannot be completed due to the rental truck not available and had to cancel and rebook for another store that was 17 miles out from the original store. We had to go with the 2nd reservation due to needing the uhaul for the same day. Not only did we have to drive all the way out there that was the opposite direction that we needed to go. We also had to drive the truck all the way back due to not being able to drop the truck of the nearest uhaul. This added an extra 35 miles back and forth due to Uhauls original mistake. I was really pleased with the service that we received from the other store located at **************************************************************************. They went over and beyond for us and Im really appreciative for their help, but Im disappointed in that fact that all of this could have been avoided. We were told something about uhauls reservation guarantee, but have not heard anything, plus the extra miles was no help. I am hoping they can make this right. I have used the service before and Ive always had a great experience.

  

  Business Response

  Date: 03/03/2025

  March 3, 2025
  
  BBB ID: ********
  ********************** Ref: 5188559
  
  Dear Mr. ******************** you for your concern for our customer Mr. ************************ ******, our President for our ************************************ followed up on the information Mr.******** *************** She informed our office, in addition to a $50 VIP Certificate that was issued to Mr. ******** on March 1st, a refund for the $50 Reservation Guarantee Fee was issued back to Mr. ********* **** account.  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 International

  Customer Answer

  Date: 03/05/2025

  
  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:02/28/2025

  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 reserved a U-Haul from this location on Wednesday, Feb 26, 2025. I received a text confirmation and called on Thursday, Feb 27, 2025. I chose this location because they accepted cash. Today 2/28/25, I left work and paid somebody to take me to ********* and the owner **** said he could not rent me the uhaul even though he had one. His reason he said because he rented one but they numbers and paperwork was not right. He had no sympathy and just said he cant rent anything and I left. I called back because I really need a rental to move

  

  Business Response

  Date: 03/26/2025

  March 26, 2025
  
  BBB ID: ********
  ********************** Ref: 5187177
  
  Dear Ms. ********************* you for your concern for customer Mr. ***************** records indicate our Field Manager for our Southern Atlantic Coast Regional Office followed up on the information Mr. ***** provided.  A refund for the $50 Reservation Guarantee Fee was issued back to Mr. ****** **** account on February 28, 2025.  The refund should have already posted 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 International

• Initial Complaint

  Date:02/27/2025

  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.

  On 12/30 I went to this location to rent a ubox. At the time I was not 100% sure where I was moving. So we set it up to go to my parents. With a guarantee delivery date of 2/24/2025. They dropped off the Ubox at my house and then picked up a week later. At the time of rental reservation I was told by the man helping me at this store that they couldnt leave it at my house for more than a week. And that I would have access to the ubox with 24 hours notice once it went in to storage. At the time as well, I realized my email was incorrect. I immediately changed it online in store and told him. He did not change it in the system. Therefore, all emails went to an email I no longer had access to. On 1/27 I received a text from U-Haul that my ubox was delivered to **. A whole month early. I still had things that I was using that I was planning to put in the ubox at the beginning of February. I have now gone back and forth MULTIPLE times with support. Not once did they call me back. They have opened and closed my customer action three times now. They REFUSE to give me a viable solution of an additional ubox. So my mother had to borrow money from my grandma to pay for a second one. I am more than willing to pay for the first one I reserved but I do not want to pay for this second one. I also have not spoken with a manager ever. Only ** **** and the assistant to the marketing area president. This has been going on for three weeks and I want to speak with a manager and get my second ubox for free or STEEPLY discounted. I refuse to back down on this.

  

  Business Response

  Date: 04/02/2025

  April 2, 2025
  
  BBB ID: ********
  ********************** Ref: 5153985
  
  Dear Ms. ********************* you for your concern for our customer Ms. ************************* ******, our Executive Assistant for our ************************ followed up on the information Ms. ******** provided.  She informed our office Ms. ******** was spoken to multiple times on or about February 4, 2025.  It was determined that at the time of reservation, Ms. ******** had deleted the texts messages sent to her by our system that provided her of the shipping timeline.  We found her reservation was started without having her email address updated until February 4, 2025.   Ms.****** relayed there was not any issue with Ms. ******** receiving the system text messages.  Ms. ******** had stated she did not go into ************************** to access any other information about her U-Box move.  She also did not inform our U-Haul Center that she needed to move her shipping date and that she needed access after January 18, 2025.  We were also not informed that the delivery location had changed.  Ms. ********* new address in ************ is approximately 35 miles from the U-Box delivery center in ***********  Ms. ****** offered multiple options.  One-month free U-Box storage, a no cost U-Box if she wanted to tow her 2nd box to PA or a reduced-price U-Haul truck rental to PA.  Ms. ******** stated none of these options were acceptable.  After another review of the U-Box move, Ms. ****** relayed all options we offered were declined.  Both boxes were shipped separately,causing us to incur extra fees and Ms. ******** did receive her belongings at the correct address.  Ms. ****** relayed a refund would not be offered.
  
  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 International

  Customer Answer

  Date: 04/02/2025

  They have not reached out to me. Last I spoke with ******** from ****************, she told me her boss delegated to her and that he would not speak with me. Her boss is the regional director or something. Last communication was on 2/20/2025, when I called to speak with the director and was told that was not possible. 

  

  Business Response

  Date: 04/08/2025

  April 8, 2025
  
  BBB ID: ********
  ********************** Ref: 5153985
  
  Dear Ms. ********************* you for your continued concern for our customer Ms. ************************* ******, our Executive Assistant for our ************************ reviewed Ms. ********* recent comments and sent her the following email in response:
  Hi *****, We've been having trouble connecting by phone. The U-Haul system does provide communications via text for each change to a customer reservation, which is the case with your reservation. We have offered multiple valid solutions to you to enable you to transport your extra items at a cost much less than the cost of a second U-Box,none of which were accepted. Unfortunately, we are unable to process a refund for the U-Box shipping. We understand this is disappointing, and sincerely apologize for any inconvenience. Thank you, ******** ****** Executive Assistant U-Haul ************ of *******
  
  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 International   

• Initial Complaint

  Date:02/27/2025

  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.

  Rental for a uhaul truck was reserved online 2/25/2025. Entered store to collect rental, after collecting my information I was told that I have an alert on my account that needed to be resolved before I could rent a truck. Called the number provided to see what could possibly be the alert. I was told that I had an outstanding balance that needed to be resolved before I could rent at uhaul. Then I was told no it's the person that I placed as an emergency contact that owes the outstanding balance. There is no way that I can rent from uhaul because I am linked with someone else's debt until its paid. It does not sit well with me to be linked to someone else's debt. I would like to be unlinked with someone elses debt from their (uhaul) system.

  

  Business Response

  Date: 03/26/2025

  March 26, 2025
  
  BBB ID: ********
  ********************** Ref: 5221074
  
  Dear Ms. ********************* you for your concern for our customer Ms. *********************** *****, an agent with our eAlert Department, followed up on the information Ms. ******* provided and sent her the following email in response:
  Hi *******: Thank you for the opportunity to assist in this matter. After looking more into this, unfortunately, the eAlert will remain in effect until the outstanding issue with ******* has been resolved. Based on U-Hauls policy, when any information used to attempt a rental connects back to information used previously and there is an outstanding issue, you are then linked as an "associate" to that person. Based on the information you provided, that did connect you to ******* and ******* does have an outstanding issue with U-Haul. Please understand, in no way are we saying this is an issue you need to handle, we are saying that until ******* takes care of her matters,we cannot move forward with a rental for anyone linked to her. I do apologize for any inconvenience this may have caused. 
  
  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 International

  Customer Answer

  Date: 03/27/2025

  Bottom line, Uhaul can run their business as they see fit, but if you look at it from my point of view, a customer, I am basically being placed as a cosigner for something I had nothing to do with, that is bad business. I am not planning on being a customer in the future, but this linking policy, however it was born shouldnt be. I suggest you review your policy and come up with something better that doesn't isolate individuals because of whom they may know.

  

  Business Response

  Date: 03/31/2025

  March 31, 2025
  
  BBB ID: ********
  ********************** Ref: 5221074
  
  Dear Ms. ********************* you for your continued concern for our customer Ms. ***************** am sorry Ms. ******* does not agree with our eAlert program.  Although we appreciate Ms.Johnsons feedback in this matter, our decision in the matter remains the same. 
  
  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 International   

  Customer Answer

  Date: 04/25/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  Hopefully they've truly thought about my complaint. I consider it resolved. Thank you.
  
  Regards,
  
  ******* *******
  
   
  

• Initial Complaint

  Date:02/24/2025

  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 uhaul and was told the price was $19.95 daily as advertised on the truck I wanted to rent. I asked if there were any miles included in that price. Which the employees deliberated amongst one another and told me 100 miles per day were included. When I returned the truck the price skyrocketed to $89 and was told because of the miles I drove. Originally I had guessed maybe going 30 miles but was motivated to do more when I found out I "had 100 miles a day" at $19.95 a day. Now I've been told multiple different stories. At one point I was told by ***** there is no truck that comes with any miles only to be told in the next breath there is but at a different rate... even management doesn't seem to know what they are talking about. So after this I spoke with **** to try to resolve this and he was belligerent the entire call. Interrupting me from the start and going as far as to call me a liar. All I wanted was the price I was quoted by the employees and it wasn't even one employee who gave the answer they talked about it in front of me on camera but **** or his colleagues couldn't be bothered to watch video as they've already made up there mind i was just a liar. Never had issues at any other locations because I was always quoted the correct price and was charged accordingly. Never has the daily rate changed especially by going up over 4X higher than when I rented the vehicle. There go to excuse is where is says they can switch it to whatever is more affordable but when they tell $19.95 a day including 100 miles that's obviously the better deal, and just a tiny amount of due diligence from management could corroborate these facts.Originally I just wanted the price to reflect what I was told, but now after being insulted and called a liar I'd like a full refund. Definitely wouldn't hurt to have a more competent management team capable or adequately training staff as well as investigating customer complaints.

  

  Business Response

  Date: 03/18/2025

  March 18, 2025
  
  BBB ID#: ********
  ********************** Ref#: 5177077
  
  Dear Ms. ********************* you for your concern for our customer Mr. ********************* *****, our President for our Northern New *********************** followed up on the information Mr. ****** provided.  She advised our office she left a message for Mr. ****** on February 22nd explaining how rental charges work with our pick-up trucks. She explained, according to his rental, Mr. ****** estimated 30 miles and ended up traveling 210 miles.  She also assured him he was given the best rate guarantee at $89 for the rental period, which included 100 miles.  ******** explained there is no type of rental that includes 100 miles in the base rate for an in-town rental.  It was determined Mr. ****** understood the estimated charges at time of dispatch and all final charges have been explained and will stand.
  
  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 International

• Initial Complaint

  Date:02/22/2025

  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 was lied to and deceived while using a van (that was supposed to be a pick up truck rental) about the price I'd pay at the end and roped into two separate contracts. I need a refund immediately due to how I was treated and how poorly the multiple interactions went with this specific location. I will never be using U-Haul again after this, and I expect to be compensated for how terrible this all was.

  

  Business Response

  Date: 02/26/2025

  February 26, 2025
  
  BBB ID#: ********
  ********************** Ref#: 5178034
  
  Dear Mr. ******************** you for your concern for our customer Mr. ***************** **********, our President for our East *********************** followed up on the information Mr. ***** provided.  He informed our office he spoke to Mr. ***** and explained the charges. A refund of $240 was issued back to Mr. *****s **** account as an adjustment on his rental and 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 International

• Initial Complaint

  Date:02/22/2025

  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 scheduled a u-haul for locations closest to my home each time there was any change to my reservation i was not verbally made aware of them only sent text or email correspondence after the changes were made and insinuating i contacted them for the change which i had not. nobody ever called the day before my pick up to confirm my reservation and nobody called the day before my drop off to confirm or offer to change i woke up to text and emails about it. i had no one to personally contact asked for supervisor wasnt advised please hold just transferred to the abyss. the location they even transferred me to wasnt open to get anymore information.

  

  Business Response

  Date: 02/26/2025

  February 26, 2025
  
  BBB ID#: ********
  ********************** Ref#: 5181009
  
  Dear Mr. ******************** you for your concern for our customer Ms. ******************* *****, our President for our **** Houston **************** followed up on the information Ms. **** provided.  He informed our office he offered Ms. **** an apology and issued a refund for the extra miles used back to her **** account.  The refund can take 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.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International

• Initial Complaint

  Date:02/21/2025

  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 am writing to file a formal complaint against U-Haul ********************************************* at **************************************************************. My recent experience with this business was unsatisfactory and has prompted me to seek assistance from the BBB.Details of the Incident:Date of Rental: February 19, 2025 Time of Pickup: 5:30 PM Reservation Number: ******** Summary of Issues:1.Vehicle Malfunction: Shortly after departing from the rental location, the trucks check engine light activated, necessitating an immediate stop. Roadside assistance was contacted and arrived after approximately 45 minutes. The technician assessed the situation and deemed it non-critical.2.Subsequent Breakdown: Approximately 40 miles later, the truck experienced another breakdown. I contacted U-Hauls roadside assistance again and waited over 30 minutes to receive an estimated arrival time, which was an additional 1 hour and 30 minutes. During this period, I was stranded without access to food or rest facilities, leading to significant distress and inconvenience.3.Unjustified Charges: Despite the disruptions and delays caused by the vehicles mechanical issues, I was later notified of additional charges applied to my account. Given the circumstances, these charges are unwarranted. The charges that were added related to wrong dropoff which the vehicle needed to be towed. As well as extra miles when I had to find food and a safe spot in the area I was stranded. Desired Resolution:I respectfully request the following:Waiver of Additional Charges: Removal of any extra fees imposed due to the delays and breakdowns experienced.I have attempted to resolve this matter directly with U-Hauls customer service but have not received a satisfactory response. I am now seeking the Better Business Bureaus assistance in mediating this issue to reach an equitable resolution.Thank you for your attention to this matter. I look forward to your prompt response.Sincerely,Alliana B.

  

  Business Response

  Date: 02/23/2025

  February 23, 2025
  
  BBB ID#: ********                                                                                                                                           

  U-Haul Ref#: 5178040
  
  Thank you for your concern for our customer, Alliana *******.

  ******* ******, General Manager of U-Haul Moving & Storage of Auburn, followed up on the information Alliana provided.The resolution is as follows:  

  We are sorry you had such an experience. For this inconvenience, a refund of $384.10 was submitted to the card ending in2169 on 21 Feb 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

  Customer Answer

  Date: 02/23/2025

  
  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,
  
  Alliana B.