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

  2515 Rainier Ave S Seattle, WA 98144

• 

  U Haul

  2601 2nd St Hwy 6 W Coralville, IA 52241

• 

  U Haul

  6310 Douglas Avenue Urbandale, IA 50322-3312

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:06/08/2025

  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 June 1, 2025, we rented a truck from UHAUL, The representative that assisted us failed to do a ''Walk Around'' the truck we rented. The truck was filthy inside (personal items and trash from the previous customer) and out, there were dents and dings that were not marked with a sticker, the brakes were bad, the UH were missing from the UHAUL on the drivers door and they put in my contract that there was 3/4 of a tank of gas in the truck which only had 1/2 of tank of gas. We extended our rental returning the truck on June 5, 2025. Uhaul debited my mothers account in the amount of $536.54, they were never authorized to charge that amount they were only authorized to debit the renewal fee $37.00 which they said they couldn't do because their system was down. They were also not authorized to hold my mothers debit card on file, If their system was down as they stated, how were they able to put my mothers card on my file? The agreement was we would bring cash in to the store. We were also told the fuel level was documented on the account and the mileage fee would be reduced since the truck was rented for longer and more miles than anticipated were put on the truck. The calculation we got from the website is approximately $200 less than the amount that was erroneously debited from my mothers account. We were also charged a $25 fee for cleaning a truck that wasn't clean when we received it.

  

  Business Response

  Date: 06/11/2025

  June 11, 2025
  
  BBB ID: ********
  ********************** Ref: 5332106
  
  Dear Ms. ********************* you for your concern for our customer Ms. ******************* *******, our District Vice President, followed up on the information Mr. ******* provided.  He informed our office he contacted ********** and discussed her concerns.  ********** relayed she rented the vehicle for her daughter.  Mr. ******* explained the charges and that the truck was kept for 4 days instead of 3 days.  Her daughter called in with her grandmothers credit card and the charges were finalized on the card.  The grandmother is going to dispute the charges with their credit card company so she can get the money back, although she agrees with the charges.  Ms. ******* stated she does not have the money to pay for the rental and the grandmother needs the money back because her daughter used the credit card without her knowledge.
  
  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:06/07/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a 10ft box truck this Memorial Day 5/26/25. I made the reservation online on 5/24/25 for a flat rate price after looking at a 9ft van, which charged mileage. I arrived at the location and was promptly told I would be charged $.99 a mile despite no previous indication of this. They asked for estimated mileage to which I obliged, paying a total of around $182 up front. I should have immediately cancelled the rental and gone with the 9ft van but was concerned about availability on such short notice, on a holiday. After completing my trip I was charged an additional $242 with no notice, despite still having an open case file with their customer service. This is underhanded as ********************** did not inform me of the mileage surcharge in noticeable, plain language during the process of making my reservation. ******** business practices from such a large company.

  

  Business Response

  Date: 06/11/2025

  June 11, 2025
  
  BBB ID: ********
  ********************** Ref: 5305747
  
  Dear Ms. ********************* you for your concern for our customer Mr. **************** ******, our President for our Coastal South ************************* followed up on the information Mr.*** *************** He informed our office he left a message for Mr. *** on or about June 9th requesting a return call.  A refund for $242.61 was also 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: 06/13/2025

  
  Better Business Bureau:
  

  **** at U-Haul on ********** has been in contact with me and has helped reach a resolution to this issue. I commend **** for his affable manner professionalism and understanding. His staff were professional and did their best to assist me.
  
  Regards,
  
  ****** ***
  
   

  
  

• Initial Complaint

  Date:06/07/2025

  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.

  Subject: Overcharge for Self-Storage Unit #******-00109497 To Whom It May Concern:I am writing to dispute a charge on my account for ************************* Order #******-00109497. I rented a storage unit from U-Haul for two months. I completely emptied the unit before the due date for the next month's payment. Despite this, I was still charged for an additional month.I would appreciate it if you could investigate this matter and refund the erroneous charge. Please let me know what steps are necessary to resolve this issue.Thank you for your time and attention to this matter.

  

  Business Response

  Date: 06/11/2025

  June 11, 2025
  
  BBB ID: ********
  ********************** Ref: 5330489
  
  Dear Ms. ********************* you for your concern for our customer Mr. ************************ ******, our Executive Assistant for our *************************** followed up on the information Mr.********* *************** She informed our office she left a message for Mr. ********* offering her apology for the inconvenience he experienced and also advised him of a refund for $84.95 back to his **** 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

• Initial Complaint

  Date:06/05/2025

  Type:Order 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 am being helped by Saint ******* ****** Cares to house me. I have a storage unit at U-Haul l at *************** In ************************ address; ***************************************. I have documented correspondence dated May 9th (attached) that they would waive late and other fees and ***** can pay the 3 months due. Due to Lack of communication from U-Haul and delivery of correct forms the next due date came which added a 4th month to the invoice which prevents SVDPC from paying the back rent and us resolving the issue as U-Haul is demanding total back due as only one payment. The next due date is June 15th. Myself and my Case worker at ***** have been trying in good faith and U-Haul has been acting in bad faith and not providing documents we have requested to resolve this issue.

  

  Business Response

  Date: 06/10/2025

  June 10, 2025
  
  BBB ID: ********
  ********************** Ref: 5204977
  
  Dear Ms. ********************* you for your concern for our customer Mr. ******************** ****, our President for our Clearwater Regional Office,followed up on the information Mr. ******* provided.  He informed our office he texted Mr. ******* requesting a return call to discuss his moving plans and hopes to resolve his concerns soon.
  
  Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International

• Initial Complaint

  Date:06/05/2025

  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 paid $1,115.40 to rent a U-Haul truck from ******* to ***********. Within 20 minutes, the truck broke down in a high-crime area around 1:00 AM, leaving me stranded for over 6 hours.The tow truck didnt arrive until 78 AM, and the driver said no one had contacted him until that morning. U-Haul left me completely exposed overnight with no communication or safety support.They gave me a hotel voucher, but I had barely enough time to check in before being told to return around 11:00 AM to watch a team of unfamiliar movers transfer all of my belongings in extreme heat. I was exhausted, stressed, and forced to supervise strangers handling my property while still recovering from being stranded all ******** make matters worse, the traffic control manager dismissed my experience, saying, vehicles break down all the time and that Little Rock is far, as if that justified being left in danger.This was a complete failure of service:Unsafe, unmaintained vehicle Stranded overnight with no help Delayed and stressful move Rushed, overheated transfer by strangers ********************* response U-Haul offered me $300, which is nowhere near appropriate given the risk, disruption, and distress I experienced.I am requesting a full refund or meaningful compensation. If not resolved, Ill escalate this to the *****, the State Attorney General, and share full documentation publicly.

  

  Business Response

  Date: 06/10/2025

  June 10, 2025
  
  BBB ID: ********
  ********************** Ref: 5321163
  
  Dear Ms. ********************* you for your concern for our customer, Mr. ********************* ****, our President for our Gulf Coast ********************** followed up on the information Mr. ******* provided.  He informed our office he spoke to Mr. ******* and advised him of a refund for $557.70 as an adjustment on his rental.  The refund can take 5 business days to post to his **** account.
  
  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: 06/10/2025

  
  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:06/04/2025

  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.

  On Friday, May 30, 2025, at 08:30 AM, I went to pick up a truck that I scheduled online at **************************************. When I arrived, the mobile Application wasn't working properly and I asked the employee for assistance. During the conversation, the staff mentioned that the truck had to be returned full. At approximately 9:10Am, I was able to finish the process to pick the truck. However, the app didn't let me finish uploading the images. I left the facility 1 hour late due to the faulty app also delayed my moving plans. When I returned to dropped off the truck I advised the staff that I returned the truck with a full tank. He told me that I was only supposed to returned it 1/2 full. I requested a refund since I spent $74.40 filling up the tank due to their mistake but I only drove 15 miles (probably $10 in gas) . The treatment was unfair. I spent more in gas than the entire rental fee. Manager knows that the app was faulty, I couldn't finish the inspection on the app , and read the policy. I just followed the directions provided by the staff.

  

  Business Response

  Date: 06/10/2025

  June 10, 2025
  
  BBB ID: ********
  ********************** Ref: 5325639
  
  Dear Ms. ********************* you for your concern for our customer Mr. ******************** *******, our Executive Assistant for our Coastal **************************** followed up on the information Mr. ******* provided.  She informed our office a refund for $74.40 was issued back to ******************* Card account for fuel.  The refund should post on Mr.Salcedos next credit card statement.
  
  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: 06/10/2025

  
  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:06/04/2025

  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.

  The date of transaction is April 30th, 2025. I reserved a U-Haul 10 footer with dolly for 24 hours and 25 miles. Upon arriving at the facility to pick up the truck, the U-Haul employee, ****** informed me that they were having system issues and proceeded to obtain the laptop located on the desk next her. Upon checking me in she advised they did not have a dolly available; we proceeded with the check in and I opted to add 50 additional miles, as I would have to go to another U-Haul location to obtain a dolly for my move. Prior to concluding my check in, it was confirmed I would return the truck on May 1rst at the same time which was, 10:35am. The truck was returned accordingly, with gas at the same level per the contract, and 89 cent for each additional mile over 50 the miles, which was 11 miles - for a total of 61 miles driven. Which means there should have only been an additional charge of $9.79. The same employee that checked me in, ****** was the same one who processed my return on May 1rst. U-Haul has ALWAYS emailed me an invoice the same day the truck is returned; well not this time! I received an email on May 2nd stating I owed an additional $90.20, which does not add up. The fraudulent charges show an additional even 50 miles, which means ****** did not properly return the truck. I am submitting this complaint to make U-Haul corporate office aware that one or more of their employees is stealing and committing fraud! They tried to charge my debit card multiple times for different amounts within less than 20 minutes on multiple days. One day they even charged 0.17 cents. I have provided the screenshots so they can track the employee. I kindly ask they do NOT contact me again and clear this matter up ASAP! Furthermore, this U-Haul location in ******, ** on *************** is unprofessional; I've rented from U-Haul several times in ***** and at other locations and never had this happen to me. They trying to steal because my last name is African!!

  

  Business Response

  Date: 06/10/2025

  June 10, 2025
  
  BBB ID: ********
  ********************** Ref: 5290337
  
  Dear Ms. ********************* you for your concern for our customer Mr. ********************* ******, our Executive Assistant for our Northern ************************** followed up on the information Mr. ***** provided.  She informed our office she advised Mr. ***** she had the Promissory Note canceled. 
  
  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: 06/10/2025

  
  Better Business Bureau:
  
  Hi, thank you! Its **** *** *****, Im a female lol but thank you. I recieved a phone call yesterday. 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,
  
  Ms. *** *****
  
   
  

• Initial Complaint

  Date:06/02/2025

  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 made my reservation a month (5/9/25) in advance and when the time came to pick up our reservation (5/31/25) was not fulfilled at the location that THEY provided instead of the one we originally picked that was closer. Afterwards, they chose to send us to pick up at a location 40 miles away at a later time. Uhaul messed up our reservation when they changed the location and made it One-way when we originally paid for Round-Trip. When this changed happened it cut my miles for 874 to 437, and even when I specified with a customer representative that it was in fact 874 as well as the physical location manager at **** Rentals in *********, ** THEY BOTH CONFIRMED IT WAS ROUNDTRIP AT 874 miles that came with the rental (TT1224E). Not to mention that it would have been easier to leave in ***********, AZ as a One-Way trip but they specified that it needed to be dropped back off in *********,**. At the time of drop off (I got 6 days with the rental and only used 3 days) it charged me almost $400 extra because of the 358 extra miles we used. Throughout this entire ordeal I have contacted customer service 7 times now (twice I was hung up on by a representative named *******) and I have been transferred over to voicemail machines after talking to representatives who did not know what to do. I have been waiting for a call back from a manager to dispute this extra charge and still no contact. Very unprofessional, unreliable and unacceptable service.

  

  Business Response

  Date: 06/11/2025

  June 11, 2025
  
  BBB ID: ********
  ********************** Ref: 5319197
  
  Dear Ms. ********************* you for your concern for our customer, *********************************** our Field Manager for our ************************** followed up on the information Ms. ******* provided.  He informed our office he left a message for Ms. ******* advising her he corrected the charges with a refund for $385.75 back to her Master Card 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:06/02/2025

  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.

  Upon registration to use a U-Haul Trailer in *******, **, the **************** Representative needed to validate my address, and driving credentials. He asked for my Drivers License, upon which I provided. He then proceeded to take a photograph of my ID (front & back) on his personal cell phone. I asked if he had a corporate device to store my information and he said he did not. He also stated that U-Haul allows employees to take photographs of customer credentials, using their personal cellphones. I find this as an egregious violation of customer trust. ************* should never be maintained on an employee's personal device, since that data cannot be considered safe or secure. This violates basic principles of data security at both state, federal, and international *********** privacy standards. Employees should be provisioned corporate devices if they are going to be collecting customer data, and configured with safeguards to protect customer personally identifiable information (PII). Employees personal cell-phones do not have to maintain a standardized level of access (i.e. PIN), antivirus protection to prevent data theft or identify malware/data exfiltration, or other security controls. Personal cell-phone photographs are often synchronized to the registered cell phone user's cloud *********************** (i.e. Apple iCloud or ****** Cloud), which means customer data may also be stored in an employees personal cloud storage, outside any corporate security controls which is essentially employee data exfiltration. If this is a routine practice, it is unknown how much customer data is now in the hands of employees, ex-employees, or cyber security criminals.

  

  Business Response

  Date: 06/03/2025

  June 3, 2025
  
  BBB ID: ********
  ********************** Ref: 5321547
  
  Dear Ms. ********************* you for your concern for our customer Mr. ********************* be advised the program used to verify/dispatch the rented equipment does not save the photos to the device,it uplinks them to the rental contract. Even there it cannot be see by an employee.  Please be assured the program is secure and safe.
  
  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:06/01/2025

  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.

  Rented uHaul from May ***** (11 days) in **********, **. Was contacted to pick-up uHaul in *********** (1.5 hours away) on May 18; uHaul granted 1 additional day and a discount due to the pick-up location requiring 3 hours of driving round-trip. Picked up the uHaul on 1/4 tank, filled tank $246 (see receipt). Drove uHaul to St. ****** and tire was bald; uHaul exchanged in St. ******. Was told by ********** employee and phone customer service employee that we would receive a credit for $275 upon return of the vehicle due to gassing up the first truck prior to exchanging truck. Returned uHaul on May 30th within contracted # of days, km/mi, and fuel; charged an additional $427 (see screenshot). Contacted uHaul and was told the $275 credit was not on file/noted and that the $427 was charged "for 8 extra days." The phone customer service employee noted this was an error, as vehicle was returned in contract. Contacted drop-off location; they offered to refund $81 for "2 extra days." I refused this as I was within contract and uHaul owes me $702 and fraudulently charged my card. I request an immediate refund.

  

  Business Response

  Date: 06/06/2025

  June 6, 2025
  
  BBB ID: ********
  ********************** Ref: 5311361
  
  Dear Ms. ********************* you for your concern for our customers, ******** ******** and ***** ****** *******, whose name is on the rental agreement.
  
  ******* ********, our Traffic Manager for our Atlantic Canada **************** followed up on the information Ms. ******** provided.  He informed our office a refund for $702 was issued back to the **** account listed on the contract.  The refund can take 5 business days to post to the 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