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 International Inc

  1032 Stevenson Dr., Suite 4 Springfield, IL 62703

• 

  U-Haul Co.

  3815 28th St SE Grand Rapids, MI 49512-1803

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  U-Haul International Inc

  2140 Otoole Ave San Jose, CA 95131

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:05/30/2025

  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.

  Moved to ** had rented 3 boxes (pods) from U-HAUL. Things went very smoothly until May when we ran into issues with not having funds to pay for rent on one of the boxes due to unseen circumstances. I reached out to U-Haul and explained the situation. The owner texted me back stating she would take care of the May payment of one of the 3 boxes. Which I was very grateful for. Meanwhile I started to get late fees on the box and emails. My bank was charged over and over when I took the credit cards off of the account and emailed the company stating I didnt want them to automatically take the money out since this was becoming an issue with bounced check fees. U-Haul then stated they dont know who texted me about waving the fee for May rent. The emails started to become accusative and threatening. I dont know who has my boxes or where they are.

  

  Business Response

  Date: 06/06/2025

  June 6, 2025
  
  BBB ID: ********
  ********************** Ref: 5317048
  
  Dear Ms. ********************* you for your concern for our customer Ms. ************************ *********, our President for our ************************ followed up on the information Ms. ******** provided.  He informed our office he has not been able to reach Ms. ******** by phone, however, he did send her an email requesting she call him to discuss her concerns and reach a resolution.  He hopes to hear from her 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:05/30/2025

  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.

  When I picked truck up I was told I would receive a text to take photos but I never did. And because of that I wasn't able to submit photos. When done with truck I immediately fueled then I returned truck to U-Haul around *****pm (I know this location has cameras so they can see when I pulled in parking lot). When fueling I put in $10 to start then added $12. I fueled this way because I wasn't going to put in more than I was given. After viewing U-Haul receipt I noticed I was charged for fuel and fuel service fee. I spoke to ****** who said I didn't fuel vehicle to 1/4 tank. And she is correct because fuel level was NOT at 1/4 tank when I picked it up. And because I wasn't able to submit photos via text link (that I never received) they are charging me for fuel that wasn't even in vehicle when I picked it up.I attached Lyft email to show when I logged in. Would have logged in earlier but phone battery was below 20% and service in the area was poor. I have rented from U-Haul for over 20 years (and still have many receipts) and have NEVER been overcharged.

  

  Business Response

  Date: 06/05/2025

  June 5, 2025
  
  BBB ID: ********
  ********************** Ref: 5321557
  
  Dear Ms. ********************* you for your concern for our customer Ms. ********************** *******, our Traffic Manager for our ****************** and the UP **************** followed up on the information Ms. ****** provided.  He informed our office he spoke with Ms. ****** and advised her of a refund for the fuel charges in the amount of $43.52. The refund was issued back to her **** 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:05/29/2025

  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.

  Brought in my brand new SUV to get a trailer hitch put on. I was told it would take three hours five hours later they stilldid not have it complete. They could not get the driver back lighting housing back on and the trim. They told me they couldnt get the back on which was a lie. It was the housing. They brought it out five hours later telling me it was complete. It was not the lights were not tight I could stick my fingerin between the lights and the body of the car. Then I noticed on the back panel below the lights that they were having trouble getting on that they had showed me earlier that there was paint missing that they clearly used a screwdriver and tried to pry that piece back in And now theres paint missing off my brand new car which has zero chips zero defects except for now since they couldnt put my car together correctly, they chipped my paint. The lights arent on correctly and the back panel isnt on correctly.

  

  Business Response

  Date: 05/30/2025

  May 30, 2025
  
  BBB ID:23395252
  ********************** Ref: 5311539
  
  Dear Ms. ********************* you for your concern for our customer Ms. **************************** ******, our President for our ************* and South Cook County Regional Office, followed up on the information Ms. ******** provided.  He informed our office he has spoken to Ms. ******** and she will be taking her vehicle to our U-Haul Moving and Storage of Schereville location for inspection.  Mr. ****** also relayed *********** has started a claims process for any damages that may have occurred.
  
  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:05/29/2025

  Type:Customer Service 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 writing to formally file a complaint regarding an extremely troubling incident that occurred at a U-Haul location on May 24, 2025, during ** van ********************** pickup.Upon arrival, ** party and I were assisted by a male U-Haul employee who was tasked with checking us out and finalizing our **********************. We noticed a discrepancy between the quoted price at reservation and the amount shown on his device. When we politely inquired about the difference, the employee became visibly agitated. He began using profanities and stated that this issue happens with all customers, which was both unhelpful and unprofessional.The situation escalated rapidly when, after we confronted him about his inappropriate language, the employee attempted to instigate a physical altercation. He explicitly told us he would be off work at 2:00 PM and challenged us to meet him in the parking lot, clearly threatening violence.This behavior is absolutely unacceptable and alarming. As a loyal U-Haul customer who rents two ********************** units and regularly rents vehicles on a monthly basis, I am shocked and deeply concerned by this experience. The conduct of this employee not only reflects poorly on your company but also poses a serious safety risk to your customers.I strongly urge ********************** to conduct a thorough investigation into this incident. I believe this employees actions warrant serious disciplinary action, up to and including termination. No customer should ever feel threatened or unsafe while conducting business with your company.I look forward to your prompt response and to seeing this matter addressed appropriately.

  

  Business Response

  Date: 06/06/2025

  June 6, 2025
  
  BBB ID: ********
  ********************** Ref: 5312243
  
  Dear Ms. ********************* you for your concern for our customer, ***** ****.
  
  ***** ******, our Executive Assistant for our *********************** followed up on the information Ms. **** provided.  She informed our office she spoke to our customer and offered an apology for the rude behavior and inconvenience they experienced.  Ms. ****** also assured our office she addressed the situation with all involved to ensure our customers are receiving the quality of service they have come to expect and deserve from 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

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a Uhaul from ******************************************************************* on 05/29/2025 at 7am I am a military service member and moving to ******* , I hired a team of movers and once they loaded over half of my belongings they began to notice live AND DEAD roaches in the truck the movers immediately tried killing what they could to not go into my belongings , I immediately called uhaul and was told it was too late to do anything call tomorrow, I am in emotional distressstress all of my belongings are now at risk of ***** infestation and so is my new apartment ! I am on a tight schedule due to military duties and had to keep said truck , I had to pay out of my pocket to buy ***** spray and bomb the uhaul with all of my belongings in it , I now have to wash everything I own , buy laundry detergent , pay for machines , all on a short time frame all because the staff was carless and I was compensated a partial refund of 400 dollars which is a complete rip off and not worth all of the extra time I have to take now and precautions , my peace of mind , apartment , and all of my belongs are at risk of ***** infestation if not already infested due to this rental truck. Ive rented many times before with uhaul and Ive never had this problem I am very disappointed.

  

  Business Response

  Date: 06/02/2025

  June 2, 2025
  
  BBB ID: ********
  ********************** Ref: 5309962
  
  Dear Ms. ********************* you for your concern for our customer Ms. ********************** *******, our President for our NW ********************* followed up on the information Ms. ******** provided.  He informed our office our store GM worked out an agreement with Ms. ******** on or about May 29, 2024 for a refund of $400 for the inconvenience she experienced with her rental.  Mr. ******* relayed the refund was a reasonable resolution and no further refund or adjustment will be issued.  The refund can take 5 business days to post to ******************** Card 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

• Initial Complaint

  Date:05/28/2025

  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.

  A month prior, my son reserved UHaul to move from ********, ** to *******, ** on May 18, 2025. When he added me as driver 2 days prior, everything was set. The morning of the move, Uhaul messages us that our truck is no longer available but there is one in *******, **; which is an 1.5 hours away. As we enter LaCrosse Uhaul, there is a line of about twenty people with one man working. He apologizes, thanks us for our patience and says he has been working by himself all weekend (this is graduation weekend, the biggest move-out weekend of the year, but they only staff one person?!) While waiting, we see 3 trucks of the same size. My son calls the main number but Uhaul tells him, 2 cannot leave LaCrosse and one is already reserved (this is our truck!). Uhaul CS finds another truck in ***************** (an hour away!). We have no choice but to drive the hour to get it. We then have to come back to ******** location to pickup dolly/furniture movers. There are now about 15 in line with one guy working. What was supposed to be a 9am pickup, load and drive to *******, has become a 2pm pickup/load, but now they made us reschedule the cargo elevator reservation in ******* to Monday, a workday, which means we now we have to take the day off work. If they wouldn't have given our truck to someone else, none of this would have happened. All of this cost us - loss of time, gas, *********** on our vehicle, 5 hour delay, loss of cargo elevator, move monday and loss of wages! All due to no fault of our own. We know they cannot refund our wages and everything, but at the very least they should refund the cost of the rental.

  

  Business Response

  Date: 06/02/2025

  June 2, 2025
  
  BBB ID: ********
  ********************** Ref: 5310165
  
  Dear Ms. ********************* you for your concern for our customers, **** and ******* ******.
  
  **** *****, our President for our Southwestern Wisconsin and ************************* followed up on the information *** and Ms. ****** provided and sent the following email in response:
  ****, I apologize for the miscommunication and hassle regarding your recent U-Haul rental. In reviewing your reservation, it appears our local scheduling department failed to contact you appropriately ahead of time regarding what we had available for your reservation. During the reservation process, it was communicated to you that "A local U-Haul representative will call you before 5pm on 5/17/2025 to get your agreement on and schedule available location, time, and equipment." It appears that did not happen. Typically in these instances, we issue a $50.00 Reservation Guarantee (credited to the card on file from the rental). However, due to the context of this situation, I have also issued an additional refund of $175.00 to the credit card on file. You should see both of these refunds post within 7-10 business days, though typically it is sooner. Again, I apologize for the inconvenience this situation caused. We truly appreciate your business and hope you choose U-Haul for all of your future moving and storage needs.
  
  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

  While we appreciate the $225 refund, we lost much more than that due to uHauls negligence on so many levels. 

  Truck wasn't ready, no advance notification. 

  One worker in ********, couldn't get supplies that were paid for first time there

  Had to drive two hour round trip to get another truck before deadline.

  Then back to LaCrosse Uhaul to get supplies

  ******* expense driving to get truck hour away & back

  *********** on our vehicle 

  5 hour delay

  Cargo elevator reservation lost

  Had to move on Monday

  Loss of wages

  Considering all we went through, extra expenses & lost wages, we feel a refund of $400 for the rental is more than fair. If we added our wages to that, it would be hundreds of dollars more.  Thank you.

  

  Business Response

  Date: 06/10/2025

   June 10, 2025
  
  BBB ID: ********
  **********************************
  
  Dear Ms.*******,
  
  Thank you for your continued concern for our customers, ****************************** *****, our President for our Southwestern Wisconsin and ************************* reviewed the information *** and Ms. ****** provided.  He informed our office a supplemental refund for the amount requested was issued back to their American Express account.  The refund for $121.16 can take 5 business days to post to their credit card.
  
  We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry.  Thank you for bringing this matter to our attention and allowing us to offer another response.  
  
  Best regards,  
  ***** Palmisano  
  Sr. Field Support Representative
  U-Haul International   

  Customer Answer

  Date: 06/13/2025

  
  Better Business Bureau:
  
  We have reviewed the response made by the business in reference to complaint ID ********, and find that, although not what we feel is fair refund for what we went through, 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. 

  This experience added unnecessary stress to an already stressful weekend of moving. We hope Uhaul reviews its procedures and makes positive changes to the way it does business in the future. What is the point of making sure we have everything in order and a Uhaul reserved, if Uhaul can pull those plans on the day of reservation. Thats just bad business. 

  Regards,
  
  Mark & ******* ******
  
   

  
  

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******************************************** on Broadway will not order my requests to install a hitch on my vehicle. They say they will call me back and does not I've waited over a week and had to reschedule move date my storage sits empty I paid for I'm sick with cancer and heart failure and a occulsed ivc filter and in need of out of town emergency medical. Why can't I get help? Why are they not listed in BBB? BECAUSE THEY'RE CROOKS! I looked up price that's their excuse they say they have to look it up I did it's on your site. They refuse to help me especially in a timlely manner. If I die my family is instructed to sue the ***** out of you. I did not expect to receive **** bs service when we have been a great customer the last 20 years. I'm very disappointed and mad my life's on the line and they're lazy at this point I think a discount at least at another choice buidness should strongly be suggested or law suit. I want this scheduled ASAP!

  

  Business Response

  Date: 05/28/2025

  May 28, 2025
  
  BBB ID: ********
  ********************** Ref: 5308358
  
  Dear Ms. ********************* you for forwarding ************ concerns to our office.
  
  The ************* Towing location Ms. ******** mentioned is an independent business that rents U-Haul trucks and trailers from their lot.  Hitch installation is part of their own business. The closest U-Haul location that can install a hitch for Ms. ******** is U-Haul of Pasco at **********************************  They can be reached at **************.  Ms. ******** can call that location to create a hitch installation appointment.
  
  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: 05/28/2025

  I'd like uhaul president info

  

  Business Response

  Date: 06/02/2025

  June 2, 2025
  
  BBB ID: ********
  ********************** Ref: 5308358
  
  Dear Ms. ********************* you for forwarding ************ additional request.
  
  **** *****, our President for our ********************************* reviewed Ms. ********* recent comments.  He informed our office he called Ms. ******** twice and the call was disconnected when he announced who he was.  Our Traffic Manager was also hung up on when he called Ms. ******** to discuss her concerns. He  advised her of the closest location that could guarantee an installation. Again, please be advised, ************* Towing is not a location that installs hitches for U-Haul.
  
  We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry.  Thank you for bringing this matter to our attention and allowing us to offer another response.  
  
  Sincerely,  
  ***** Palmisano  
  Sr.Field Support Representative
  U-Haul International   

• Initial Complaint

  Date:05/27/2025

  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.

  To Whom It May Concern,I am writing to formally file a complaint and request an investigation regarding U-Haul International, ***** which I believe has allowed its rental vehicles to be used in a manner that violates its own rental agreement terms and raises serious legal and ethical concerns.Specifically, there have been recent, credible reports of hate groups using U-Haul trucks to transport individualspotentially in unsafe or illegal conditionsfor purposes aligned with hate-fueled demonstrations and activities. This not only endangers public safety but also appears to be in direct violation of U-Hauls stated policies, which prohibit the use of their vehicles for unlawful activities and the transport of persons in cargo areas.The implications of this issue are severe. By failing to prevent or promptly address such misuse of its fleet, U-Haul may be enabling the organization and mobilization of groups that promote violence, discrimination, and public disruption. It is critical that companies are held accountable when their services are used to further hate-driven agendas, particularly when it involves the transportation of human beings in ways that may violate state and federal laws.I respectfully urge your office to investigate U-Hauls practices and oversight mechanisms. This includes how they monitor vehicle use, enforce contractual terms, and respond to violations that could pose risks to public safety and civil society.Please confirm receipt of this letter, and inform me of any follow-up actions your office intends to pursue. I am available to provide further details or testimony if necessary.Thank you for your attention to this serious matter.

  

  Business Response

  Date: 05/28/2025

  May 28, 2025
  
  BBB ID: ********
  **********************************
  
  Dear Ms. ********************* you for forwarding Ms. ***** concerns to our office.
  
  We are aware of the matter ******* relayed in her complaint and take the situation seriously.  The appropriate team has been informed and is reviewing the issue.  We appreciate this being directed to our attention.
  
  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:05/25/2025

  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.

  I am writing to formally file a complaint regarding a failed U-Haul truck reservation in **************, **. I reserved a truck three weeks in advance and confirmed the reservation both via email and phone with the ************* location. Two days before pickup, I was informed the location had been changed to **************************** only because I proactively called; I received no communication from U-Haul regarding this change.I then confirmed with the ************************* location that the truck would be available at 8 AM Saturday. I received a confirmation email the night before. However, after driving 3.5 hours to **************, I was told there was no truck available. I visited the ************* location and was told their trucks were for local use only. I contacted U-Haul customer service, but they offered no meaningful solutiononly a $50 refundand never followed up as promised.This failure caused significant disruption. We were forced to rent a different truck, make four trips between ************** and ************** (8 hours total), and spend over $200 in additional gas. We also missed a family event due to the added travel time. No one took responsibility or offered an apology.I am requesting full reimbursement for the rental, additional fuel costs, and the inconvenience caused. This experience was unacceptable and reflects poor business practices.

  

  Business Response

  Date: 05/28/2025

  May 28, 2025
  
  BBB ID: ********
  ********************** Ref: 5301910
  
  Dear Ms. ********************* you for your concern for our customer Ms. ****************** ********, our ************************* followed up on the information Ms. **** provided.  He informed our office he sent Ms. **** an email offering his apology for the inconvenience she experienced and advised her of a refund for the full amount of the rental in addition to the $50 Reservation Guarantee Fee previously issued on May 24th.  Refunds can take 5 business days to post to a 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:05/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a u-haul for advertised price of $19.95 ended up spending over $200. They charged for mileage which I understand but I believe there is something wrong with their odometer readings I drove fro the east Irondequoit location to ********************************************************** Ny which is approximately ********************************************* $60 for fuel when I brought the truck back with more fuel than when I picked it up I need someone to look into how they are using their odometer calculations

  

  Business Response

  Date: 05/27/2025

  May 27, 2025
  
  BBB ID:23370744
  ********************** Ref: 5303886
  
  Dear Ms. ********************* 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 with Ms. **** and advised her of a refund for 39 miles as a courtesy.  The refund for $58.56 was issued back to Ms. ***** **** 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