Complaints

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

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• 

  U-Haul International Inc

  All Locations Phoenix, AZ 85004

  
• 

  U-Haul International Inc

  17209 N Cave Creek Rd Phoenix, AZ 85032-2441

  
• 

  U-Haul Moving & Storage

  2516 4th Ave E Olympia, WA 98506-4823

• 

  U-Haul Truck Rental

  750 S Buckley Rd Aurora, CO 80017-3903

• 

  U Haul of Oregon

  7345 NE Sandy BLVD Portland, OR 97213-5757

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:06/09/2025

  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.

  On May 16, 2025, I paid U-Haul $521.15 (Contract #********) for a hitch installation explicitly required for e-bike transport. I was told by **** ******* that *********************** had the necessary equipment. Instead, the install was performed at U-Haul of *************** by **** ******* (her spouse), who was unaware of any e-bike requirements. This violated the service terms and damaged my vehicle.On May 19, I formally requested that all communications occur in writing only, due to a disability protected under the *** ***** #*******). U-Haul ignored this accommodation and continued calling and leaving voicemails. When I raised these violations, I received misleading and contradictory responsesincluding a false claim that my contract did not exist, which was later admitted to be untrue.I submitted two legal demand letters (May 30 and May 31) with a 10-business-day deadline and clear evidence of violations under Michigan Consumer Protection Act (MCL *******) and Title III of the **** As of June 8, no response was received.I have filed with the *** (Report #*********) and ************************** I am seeking:Full refund of $521.15 Reimbursement for vehicle damage Acknowledgment of the *** violation Immediate corrective action U-Hauls continued non-responsiveness violates both their accreditation standards and applicable consumer protection law.

  

  Business Response

  Date: 06/18/2025

  June 18, 2025
  
  BBB ID: ********
  ********************** Ref: 5299884
  
  Dear Ms. ********************* you for your concern for our customer Mr. ******************* *******, our President for our Eastern ************************* followed up on the information Mr. ***** provided and sent him the following email in response:
  Mr. *****, In efforts to resolve your concerns, we will remove the hitch from your vehicle and issue a full refund. Please confirm your earliest availability so we can schedule the removal. Once the removal is completed your refund will be processed, please be advised that your bank may take 5-7 business days to reflect the refund in your account. I apologize the install did not meet your expectations and hope that if the need should ever arise, you will consider U-Haul for your moving and storage needs. Thank you 
  
  Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International

• Initial Complaint

  Date:06/09/2025

  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.

  On 3/21/2025, I rented a trailer from the U-haul center in ****** for the purpose of towing a car. The unit was due back the next day 3/22/2025. Since I was finished using earlier than I had previously anticipated, I returned the trailer on the same date as pick-up, rather than waiting till the next day.Upon my return, I pulled into the designated return area, and the employee who was supposed to check in the equipment stated that he was cleaning a van at the time, so he asked that I drive to the back of the building, leave the trailer anywhere back there and he would check it in when he was finished cleaning the van and send me a receipt via email. I did as he requested and on the way out, I stopped to let him know the general area where it was left. Again, he reiterated that he would go check it in when he was finished and email the receipt.The next day 03/22/2025, I received my receipt via email and noticed that there was a $20 after hour return fee applied. I called and spoke to a lady named ****** who stated that she was the store manager. She stated that she would speak to the employee to find out what happened and would call me back. Several hours went by with no call back, so I called again. ****** stated that she did verify with that employee that the unit was returned when I said that it was, however, since she had already closed out the ticket, I would be receiving a refund check from U-Haul's corporate office. I asked why can't they just apply a credit back to my card, but she said they couldn't, since she had already put in a check request. Therefore, I would have to wait for a refund check to come in the mail.Well, to date, I have not received that refund check, so I am seeking your assistance to help with a resolution.Thanks.****** ******

  

  Business Response

  Date: 06/11/2025

  June 11, 2025
  
  BBB ID: ********
  ********************** Ref: 5332026
  
  Dear Ms. ********************* you for your concern for our customer Mr. **************** refund for $20.63 was issued back to Mr. ******* **** account ending in 5084 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:06/09/2025

  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.

  Summary:I was charged $1,736.10 by U-Haul for alleged damage to a 26-ft rental truck that I did not cause and was not informed about until the charge appeared on my card.Details:I rented a 26-ft truck (Contract #********) and returned it on June 2, 2025. Midway through our trip, we noticed the rubber grille cover was partially hanging off, likely due to normal road vibration. It remained partially attached, and we returned the truck in that same condition. There was no accident, impact, or misuse at any point.U-Haul charged us without prior notice, an inspection at return, photos, or any communication. Their report includes vague claims like a large dent and ***** that we were never shown or told about. They also cited a generic signature from our rental contract as proof of damage acknowledgment we never signed anything related to damage.We are disputing the charge with our credit card company and have also contacted *******. We are seeking a full reversal of the charge and accountability for how this was handled.Desired Resolution:Full refund of the $1,736.10 Formal response and investigation from U-Haul A review of their practice of charging renters without notice or documentation

  

  Business Response

  Date: 06/16/2025

  June 16, 2025
  
  BBB ID: ********
  ********************** Ref: 5322357
  
  Dear Ms. ********************* you for your concern for our customer Mr. ********************** ******, our Field Manager, followed up on the information Mr. ***** provided.  He informed our office a refund for $1,736.10 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

• Initial Complaint

  Date:06/08/2025

  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 called and spoke with area supervisor about how unperfessional store supervisor was and I also have it on video. Due to my locked being charged and no one could explain why seeing bill wasn't due. Then I was sent a bill and I shouldn't have because my things was out before time. Remind you I had to wait until store manager find a Drill in order for me to get my belongings out which ment I had to come back the next day. Which i also have recorded. I was nice enough not to not allow the world access to said video even with my t,v being broken once we were allowed access. All I asked in return was a bill saying I owe nothing and to speak with the over head of the company. As of today that hasn't happened.

  

  Business Response

  Date: 06/11/2025

  June 11, 2025
  
  BBB ID: ********
  ********************** Ref: 5292348
  
  Dear Ms. ********************* you for your concern for our customer Ms. ******************* ********, our Executive Assistant for our Southern ************************ followed up on the information Ms. **** provided.  She informed our office she sent Ms. **** an email offering her apology for the inconvenience she experienced.  She also assured ******* she was researching her concerns and Ms. **** did not owe us anything.  We have Ms. **** moved out of the units as requested when she moved out.
  
  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:06/08/2025

  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:06/06/2025

  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 May 31 we reserved a Uhaul truck for *** 31/June 1. We showed up early the sales clerk took our name said the truck would be back at 3:30 we came back at 4. and were told there was not a truck for us. When we called Uhaul the customer service *** hung up on my husband. The sales clerk kept giving us numbers to call even though two trucks were sitting on the lot. We had a 3:30 pick up time did not get a truck until 6pm at another location out of our way. I feel we should be reimbursed for the extra mileage and time. We were never notified that there was not going to be a truck even when we showed up early that day we were told the truck would be there. This is not the first time Uhaul has done this several years ago we reserved a truck and received the same treatment.

  

  Business Response

  Date: 06/26/2025

  June 26, 2025
  
  BBB ID: 23435729
  U-Haul Ref: 5323154
  
  Dear Ms. Simpson,
  
  Thank you for your concern for
  our customers, Michelle Martinko and Mark Broadwater, whose name is on the reservation.
  
  Please be advised, when Mr.
  Broadwater returned to rent the truck, our dealer felt it was not a safe
  rental, therefore, declined to rent out a truck to them.  A refund for the $50 Reservation Guarantee Fee
  was refunded back to their Visa account on June 6th and should have
  already posted to their 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,
  Maria
  Palmisano
  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,
  
  ******* *******