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Business Profile

Truck Rentals

U-Haul International Inc
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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    Customer Complaints Summary

    • 2,040 total complaints in the last 3 years.
    • 584 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/07/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 International

    • Initial Complaint

      Date:03/06/2025

      Type:Product Issues
      Status:
      Resolved
      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.

      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,

      ******* *****

       

      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 International

    • Initial Complaint

      Date:03/06/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 2/23/2025

      Business 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 International

    • Initial Complaint

      Date:03/04/2025

      Type:Billing Issues
      Status:
      Answered
      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 reason

      Business 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 International

    • Initial Complaint

      Date:03/03/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.

      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 ******

       
      ***. 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 International

    • Initial Complaint

      Date:03/02/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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:
      Answered
      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:
      Resolved
      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.

      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,

      ****** ********

       
      o 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

    U-Haul International Inc is BBB Accredited.

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