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

  2727 N Central Ave Phoenix, AZ 85004-1120

  
• 

  U-Haul International Inc

  PO Box 21502 Phoenix, AZ 85036-1502

  
• 

  U-Haul International Inc

  16226 N 32nd St Phoenix, AZ 85032-3101

  
• 

  U-Haul Moving & Storage

  2516 4th Ave E Olympia, WA 98506-4823

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:06/05/2025

  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 a reservation for a moving *********** dolly for my car at my local U-haul In ********, **, 10 minutes from my home. I received a call shortly before my pick up saying I would have to travel to another location, *****************, VA over an hour away. The tow dollys right turn signal was not working. I reported the malfunction. I had to drive back again over an hour to pick up the tow dolly. Upon loading my vehicle, the right turn signal was not working consistently, the safety chain was broken and the metal piece that secures the vehicle on the tow dolly was crooked so someone had to come out to repair that after I should have already been on the road.Already being very inconvenienced and getting a much later start on my move of over 12 hours away, I was also inconvenienced that now my fianc would have to drive the truck and I would have to put almost ***** miles on my car because I would have to drive it to my destination. So I did have to drive my personal vehicle separately, resulting in unplanned fuel costs and additional wear and tear on my vehicle. I also had to pay for gas that I would not have had to buy if it the tow dolly was working and safe to use, which it was not. In addition, instead of a very long drive with a companion, we each had to drive without having the other to take a break. At this point we were going to barely make it in time to get the keys for our new apartment and were very stressed out about either having to sleep in the U-Haul truck or renting a hotel and leaving our belongings at risk of being stolen. Given these circumstances, I respectfully request that I be reimbursed for my gas and inconvenience in the amount of $600.00. As a ********* veteran with stress-related health issues, the added difficulty had a negative impact on my well-being.

  

  Business Response

  Date: 07/03/2025

  July 3, 2025
  
  BBB ID: ********
  ********************** Ref: 5306032
  
  Dear Ms. ********************* you for your concern for our customer Ms. ********************** ***************, our Field Manager for our ************************** followed up on the information Ms. ******** provided and sent her the following email in response:
  This is U-Haul reaching out regarding your recent rental. We want to sincerely apologize for your experience. Were pleased to inform you that we have processed a full reimbursement for the faulty trailer. We sincerely apologize and are grateful that you were able to identify the problem early, preventing a more serious situation. At U-Haul, we take great pride in maintaining safe and reliable equipment. Your feedback is incredibly important to us and helps identify areas where we can improve. The safety of our customers is always our top priority. While we hope you never need it, we offer 24-hour roadside assistance to ensure youre supported at all times. We strive to make your journey as smooth and worry-free as possible. However, we do recognize the lengthy wait time you experienced, and we apologize for that inconvenience. Although were unable to provide a full refund, as a token of our commitment to serving our customers, we have issued a refund in the amount of $385.44. This brings your final contract total to $899.36 after taxes. Once again, we sincerely apologize for the inconvenience and thank you for your understanding.
  
  The refund was issued back to Ms. ********* Discover Card account and 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:06/04/2025

  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

• Initial Complaint

  Date:06/01/2025

  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 falsely accused of damages and late fee. Due to disagreement about switching vehicle due to maintenance being done, still being denied my request. Mileage was inaccurate and additiional fee was also added.

  

  Business Response

  Date: 06/04/2025

  June 4, 2025
  
  BBB ID: ********
  ********************** Ref: 5317084
  
  Dear Ms. ********************* you for your concern for our customer Mr. ********************** *****, our Executive Assistant for our Eastern New ********************* followed up on the information Mr. ****** provided and sent him the following email in response:
  Mr. ******, I am currently reviewing the details of your rental at our ********* location, beginning on 12/21/2023, that you had recently filed a concern with the Better Business Bureau of **********. You had made a reservation online at ****************************** for a cargo van, to be picked up at 5:00 PM, to be returned to the same location on 12/22/2023 at 5:00 AM. Upon dispatch of the vehicle, you were sent a text message to verify the odometer reading, the fuel level, and to mark any damages present on the vehicle. You did not report any discrepancies. Attempts were made to contact you once the rental was overdue. The first call that you returned was on 12/26/2023, being 4 days after the due date, to which you communicated that you would be returning the vehicle by 5:45 PM on that date. You did not. The vehicle was not returned until the evening of 1/3/2024, 13 days after the due date, the vehicle showing damage not previously noted/marked, and full of garbage in the back of the vehicle. As you agreed to the terms of the rental agreement, and opted not to document any discrepancies when provided the opportunity, it is determined that all charges are in fact valid. We apologize for any inconveniences, however there is nothing to indicate that the charges were anything but justified.******* ***** Executive Assistant 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:05/31/2025

  Type:Product 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 recently had a very disappointing experience with U-Haul Storage in ******, **. The facility is poorly managed by ***** *******. He is a very unprofessional manager, whose unethical behavior is both ignored and goes unchecked by Mr. ***** ******* - who is the ***************** President of the region where this horrible facility is located. In addition to the horrible treatment both my sister and I received from ***** and his staff, I paid for a full month of storage on May 27, only to vacate and close the unit on May 28 literally the next day. Despite the unit being available for them to re-rent immediately, U-Haul refuses to refund any portion of my payment.They claim this is policy, but it feels more like a cash grab charging me for a full month of service they didnt provide. Most frustrating is that I acted in good faith by closing the unit promptly, and they made no effort to accommodate or offer even a partial refund.

  

  Business Response

  Date: 06/02/2025

  June 2, 2025
  
  BBB ID: ********
  ********************** Ref: 5305491
  
  Dear Ms. ********************* you for your concern for our customer Mr. *************** refund for $154.95 was issued back to Mr. ****** **** account as requested. 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: 06/02/2025

  
  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:05/31/2025

  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 have been renting U haul trucks for 18 months for both of my businesses without issue. About 7 months ago I set up 2 U-Haul truck rentals in ****** area for 2 important jobs we were doing that day. One of the persons I had hired for that day only went to pick up the truck I had on hold using my company credit card. When they ran his license apparently, he was tied into a damage balance of $3000 from a past rental for a different company that had nothing to do with me or my company. At the same time one of my full-time employees was picking up a truck from another location 30 mins later, U-Haul put a hold on my account and barred my full-time employee who had nothing to do with the past balance of the one-day employee from renting from U Haul, also they barred me from renting ever again. I opened a corporate account on their suggestion saying they could take off the "E-Alert" on my account which was stopping us from renting trucks.. That was another U-Haul lie. I sent a few more full-time employees to rent a truck and now they are flagged and not allowed to ever rent from U-Haul all because some idiot I hired for a day owed U-Haul $3000. Despite numerous phone calls and nasty emails to U-Haul and because they are basically a monopoly in ******** their only solution was for me to pay the outstanding damage bill that I had nothing to do with.? That is insane and it is illegal business practices to bar a customer from renting due to someone else's debt. It's insane, they need to lift the E-Alert off my name and the name of my corporate account which they also shut down because I got in their face for their illicit business practices.

  

  Business Response

  Date: 06/02/2025

  June 2, 2025
  
  BBB ID: ********
  ********************** Ref: 5317129
  
  Dear Ms. ********************* you for your concern for our customer Mr. ****************** eAlert Department followed up on the information Mr. ****** provided and sent him the following email in response:
  Mr. ******: I appreciate the opportunity to look more into this matter. U-Hauls policy about linking information is once linking information is provided on a reservation, this will automatically halt any rental until the issue has been resolved, for the person with the issue and the person that provided the linking information and anyone linking to that person (chain link effect). Typically, we do not make exceptions to this policy but in researching, I do see this was the first attempt where information linked ******* with your information due to adding him as a driver. I have, as a one-time courtesy, removed your information from this association as well as ***** *****. Going forward, before adding someone to your contract as a driver or an emergency contact, I would have them call in with their drivers license information to ensure they do not have a balance to avoid this in the future. We value you as a customer and look forward to your continued business with U-Haul.
  
  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: 06/02/2025

  
  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:05/31/2025

  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 rented a truck from U-Haul and completed the process per the U-Haul rental contract. Several days after I returned the truck and fulfilled my part of the rental contract I seen a new charge on my credit card from U-Haul for $46.20 so I called to ask what the charge was for, who authorized it and I wanted it removed from my card and refunded to me as our contract was completed days earlier. They claimed I returned it with less fuel then when I picked it up which I knew that wasnt true, the contract says that the truck must be returned with the same amount of fuel as when picked up and also the minimum fuel amount when returned must be at least a quarter tank and I thought that was fair and gladly agreed to do that. I talked to 4 different people at U-Haul about this and all 4 of them gave me different quantities of fuel ranging from 1 1/4 gallons to 4 gallons that it was supposedly short when I returned the truck which immediately indicated to me they do not know exactly how much fuel was in it when I picked it up nor when I returned it if they actually did know the exact amount of fuel that they alleged it was short that amount would be the same from all 4 U-Haul people I spoke with. The contract says Im required to take a pic of the fuel gauge when I picked up the truck it says nothing about fuel gauge pic upon returning the truck which I presumed U-Haul would document when I returned the truck. The fuel gauge was just under a quarter tank when I picked up the truck and that is what the photo I took of the gauge indicated and I made sure the gauge was above a quarter tank when I returned the truck which it was, the fuel gauge needle was just slightly above a quarter tank intentionally done by me. When I returned the truck the U-Haul *** came out got the key from me and turned and walked away not speaking a word to me or attempt to verify fuel amount or damage or anything at all yet several days latter they charged me for fuel that was all there!!

  

  Business Response

  Date: 06/02/2025

  June 2, 2025
  
  BBB ID: ********
  ********************** Ref: 5298256
  
  Dear Ms. ********************* you for your concern for our customer Mr. ***************** refund for $46.20 was issued back to Mr. ******** **** account for fuel charges.  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: 06/02/2025

  
  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,
  
  ******* *******