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 Co. of Eastern North Carolina

  3001 Capital Blvd Raleigh, NC 27604-3333

• 

  U-Haul Moving & Storage

  2515 Rainier Ave S Seattle, WA 98144

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:05/23/2025

  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

• 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.

  Business Name: U-Haul Location:******************************* Unit Number: 1508 Complaint:Ive had a storage unit at this facility for several years without issue. However, on a recent visit, I discovered roaches and other critters inside my unit. As I looked around, I saw multiple roaches emerging from the neighboring unit. I immediately reported the issue to an on-site employee, who informed me that the unit next to mine had recently been auctioned off, but the buyer refused to take the contents due to a severe infestation. They also mentioned they were unsure about the cleanliness of the prior tenant.I was further told that the infested neighboring unit has already been bombed by the facility. This was done without informing me, even though my unit is directly next to it. This raises serious concerns that my belongings may have already been exposed to chemical treatment, and I wont know the extent of the damage until I remove and inspect each item. This puts the safety and condition of my property at risk through no fault of my own.The only solution I was offered was to bomb my own unit, which I declined. I have items in storage that could be harmed by pesticides, and I do not believe its reasonable to expect tenants to self-treat a problem caused by facility mismanagement.I am requesting monetary compensation to:Cover the cost of removing and safely transporting my items out of the compromised unit Assist with securing a comparable, pest-free storage unit at another facility, not inclusive to U-Haul.I am not asking for pest control. Im asking for financial assistance to relocate due to an unsanitary and potentially hazardous situation that originated from poor oversight and lack of preventive ********* requesting the BBBs support in resolving this matter, as the facility has failed to take responsibility for the impact on my unit and property.Sincerely,*.********

  

  Business Response

  Date: 05/27/2025

  May 27, 2025
  
  BBB ID: ********
  ********************** Ref: 5301314
  
  Dear Ms. ********************* you for your concern for our customers, ****** and ******** ********. Please be advised ****** ******** is the name listed on the rental agreement.
  
  *** ********, our President for our Western ************************ followed up on the information Ms.******** *************** He informed our office they are continuing to work with Ms. ********************** storage customer moved in with bugs and we are doing everything possible to get rid of them.  Both our store GM and our Storage Manager has spoken to Ms. ******** in order to maintain our relationship moving forward.  We offered an apology and will continue to assist Ms. ******** in anyway.  Mr. ******** stated the goal is to take ownership, resolve her concerns and keep her as a valued storage customer.
  
  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: 05/31/2025

  
  Im rejecting the businesss response because it does not fairly address the situation or reflect the facilitys responsibility for the infestation that compromised my unit. The neighboring unit was so severely infested with roaches that the buyer at auction refused to take the items inside. This clearly demonstrates a lack of pest control, and now my belongings are at risk due to no fault of my own.
  
  Heres what was offered to me:
  
  One possibly Two months of waived rent if I agreed to stay at the facility and move into another unit.
  Move-out assistance (truck and labor) if I chose to leave, but only if I moved out by my next billing cycleJune 6.
  
  I feel rushed by this deadline. I need time to thoroughly go through my belongings to assess for pest-related damage and to move in a safe and intentional way. The replacement unit I was offered was not comparable in size or condition, and I am not comfortable moving into another potentially infested space.
  
  All Im asking for is the bare minimum:
  
  One month of rent waived, and
  Move-out assistance, regardless of whether I stay with the facility or not.
  
  These are reasonable requests given the situation. I am asking for more flexibility and a fair resolution that reflects the stress and inconvenience caused by the facilitys negligence.
  
  
  
  

  

  Business Response

  Date: 06/04/2025

  June 4, 2025
  
  BBB ID: ********
  ********************** Ref: 5301314
  
  Dear Ms. ********************* you for your continued concern for our customers,****** and ******** ********.
  
  *** ********, our President for our Western ************************ reviewed Ms. ******** recent comments. He advised our office Ms. ******** has been offered two months of rent at no charge to allow her time to examine her items in the unit.  We will also assist Ms. ******** with moving help and moving supplies at our expense once she provides us with a date ahead of time to remove her items from our storage facility to wherever she wants to relocate them.  Mr. ******** stated he understands the frustration Ms. ******** has experienced in this matter and we have tried to work out an amicable resolution.  We will allow Ms. ******** 2 more weeks to decide if she will accept our offer.  In her rebuttal to your office,she relayed:
  All Im asking for is the bare minimum:
  One month of rent waived, and Move-out assistance, regardless of whether I stay with the facility or not.
  
  We have gone beyond her minimum request.
  
  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   

• Initial Complaint

  Date:05/21/2025

  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 pick up truck for *****. I ask when I rented the truck if I could bring it back to the closest location to where I live I was told yes not once but twice I didnt even have the truck for a full six hours I returned it to location by my house and they charged me $200 for the rental instead of the *****+ the tax on the truck. Ive been through three different people and no one wants to do anything to resolve this problem Ive used U-HAUL in the past Ive never had a problem. This is the first time, but this will be the last time that I ever use U-HAUL and I would not-recommend anyone to use them. Everyone I spoke with were rude and did not do anything to help me.

  

  Business Response

  Date: 05/22/2025

  May 22, 2025
  
  BBB ID: ********
  ********************** Ref: 5290308
  
  Dear Ms. ********************* you for your concern for our customer Ms. ********************* ****, our President for our South Central ************************** followed up on the information ********* *************** He informed our office he had the recorded call with our *********** and Ms. ****** pulled.  Ms. ****** was never told she could drop the truck off at any location.  ************ Service agent verified the equipment was going to be returned to the same dispatching location and Ms. ****** agreed. Ms. ****** also signed the contract agreeing to the return of the equipment to the same renting location.  Since ********* did not honor the contract or follow through with what she committed to,she was charged a wrong destination fee. Mr. **** relayed, this fee, however, converted the rental to a one-way rental as opposed to the in-town rental and Ms. ****** was actually only charged an additional $34.26 from the initial rental.  A refund or adjustment will not be issued.
  
  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:05/19/2025

  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.

  Im filing a formal complaint against U-Haul for mishandling my storage unit account, failing to provide legally required notices before cutting my lock, and refusing to take accountability. Upon renting the unit it's what stated that there would be a lock in the unit itself when there was not that is when I used my own which we're similar to one of the four being sold at the front of the U-Haul why would you sell them if you can't use them?On March 17th, I received a key in the mail with no explanation. I emailed U-Haul for clarification but got no response. Earlier in March, I had tried to update my phone number, but they refused to change it unless I came in person, despite confirming email was my preferred communication method. Why did they use an outdated phone number instead of replying to my emails?When I rented the unit, I was told a lock would be provided, but it wasnt. I used a $60 personal lock similar to the Master Locks sold at U-Haul. They later cut it without warning or explanation. There was no sign or email stating only tubular locks were allowed, and no prior notice of their intent to cut my lock.Despite not paying my bill for March 20th (since I had still not received an answer about why they cut my lock or sent me a key other than they did their part I went to retrieve my belongings on May 3rd. I was locked out and was told their policy allows lockouts after six days, but no notice was given. They blamed me for an outdated address, but my mail is forwarded, and no proper communication had been sent.U-Haul has ignored my attempts to resolve this, forced me to pay again to access my belongings, and provided no answers to basic questions. Im requesting a full refund for the storage charges was forced to pay if I wanted my belongings never mind their mistakes but I have to pay? No! and compensation for my $60 lock. I want U-Haul held accountable for mishandling my account, failing to provide proper notice, and neglecting communication.

  

  Business Response

  Date: 06/11/2025

  June 11, 2025
  
  BBB ID: ********
  ********************** Ref: 5323737
  
  Dear Ms. ********************* you for your concern for our customers, ******* **** and ******* ******, whose name is listed on the rental agreement. 
  
  ***** ****, our Executive Assistant for our South ************************ followed up on the information Ms. **** provided.  She has not been able to reach her by phone, but did send an email requesting a return call to discuss their concerns and reach a resolution. She hopes to hear back from them 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:05/19/2025

  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.

  Setup rental of a moving truck. No call or options giving just changed reservation completely out of the way when several were available at closer locations. Local regional office were unhelpful. First **** had an attitude so I gave attitude back. But the company literally changed a location for pickup and didnt offer the reservation guarantee or any thing to make up for inconvenience. By far the worst customer service experience we have ever experienced. Had manager on the phone but we got disconnected and now I just get out on hold. Unfortunately I dont have all day to be on the phone while on hold. Very inconvenient to change last minute no call. And now an hour after reservation still no truck.

  

  Business Response

  Date: 05/21/2025

  May 21, 2025
  
  BBB ID: ********
  ********************** Ref: 5296708
  
  Dear Ms. ********************* you for your concern for our customer Mr. ******************** ******, our Traffic Manager for our Southern ************************** followed up on the information ********* provided.  She informed our office the $50 Reservation Guarantee Fee was issued back to ****************** Card account today due to the truck not being available when he arrived at 10:30 to rent the truck.  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:05/18/2025

  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.

  They wrongfully charged me the account wasnt even in my name

  

  Business Response

  Date: 05/20/2025

  May 20, 2025
  
  BBB ID: ********
  ********************** Ref: 5248320
  
  Dear Ms. ********************* you for forwarding ********* concerns to our office.
  
  Our records indicate Mr. ***** provided his credit card to make the reservation, which was also used to pay the rental.  Please be advised ****** ****** is the name listed on the contract. Video footage shows the credit card was swiped to pay the rental and the contract was signed at that time.  Mr. ***** will need to obtain any funds he did not authorize ****** ****** to charge to his credit card, from ****** ******.  We have no control over a charge applied to a credit card if the customer allows someone else to use his 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:05/17/2025

  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.

  U-Haul is trying to make me pay a persons outstanding balance that has no association with me nor my family. They refused my business due to someone else linked to my name or number Im not exactly sure because the person they said I have no knowledge of. The customer service representative ***** told me the persons full name and outstanding balance as well. I even asked him not to tell me anything about another person because its not for me to know if Im not the account holder of that outstanding balance. ***** also refused to help me resolve this issue and refused to transfer me or give me information about getting into contact with someone who could help me resolve the issue. I should not be held liable or ridiculed for an issue I am not aware of nor have anything to do with. The number I called and spoke to ***** at U-Haul was: **************

  

  Business Response

  Date: 05/20/2025

  May 20, 2025
  
  BBB ID: ********
  ********************** Ref: 5293828
  
  Dear Ms. ********************* you for your concern for our customer Ms. ******************* eAlert Department followed up on the information Ms. ******* provided and sent her the following text message in response:
  Hello *******: Thank you for allowing us the opportunity to research this matter a bit more. Based on your reservation on May 17, 2025, Contract ******** there was information provided on that reservation that did link you with both ********* and *******. Now based on that link and association, ********* will need to handle her past bill before either of you would be able to continue renting with U-Haul. U-Haul's policy is, once there is linking information that ties back a customer on eAlert, it will link you as well and prevent rental. U-Haul does not want to rent into a situation where someone with an issue could potentially benefit from a rental. Once ********* takes care of her balance, the eAlert will be cleared. ********* can call us for a settlement offer. Thank you for being the best part of 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:05/16/2025

  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 filing a formal complaint regarding a distressing experience with U-Haul involving verbal abuse, bullying, coercion, and failure to follow through on a confirmed U-Box delivery. During a phone call with a U-Haul representative, I was met with immediate hostility. She falsely accused me of demanding delivery on May 17, when I was merely following up on the confirmed May 18 delivery, communicated to me in writing by U-Haul MN and U-Box text support. Rather than assisting, she interrupted repeatedly, raised her voice, and accused me of being rude while I tried to clarify the situation. Her behavior was sarcastic and mocking, at one point saying, $100 is less than $300, and dismissively telling me to take it up with the state of *********, even though U-Haul, not the state, is responsible for the service. When I offered to share confirmation emails and texts, she cut me off, saying U-Hauls own communications were not real, then contradicted herself by admitting she could see the same email but still claimed it was invalid. She escalated the situation by again calling me disrespectful, despite my calm efforts to clarify. When I asked for contact info to escalate the issue, she refused and sarcastically told me, You can email whoever you want. Her only solution was for me to rent a truck and retrieve the U-Boxes myself, despite my scheduled delivery. I initially declined, but agreed under duress due to her aggression and fear of retaliation, especially regarding the safety of my belongings. Im now being forced to travel out of state and bear unnecessary expenses. This coercive interaction caused emotional distress and should never happen to another customer. I request a formal investigation and review of the call and the representatives conduct. I have written confirmation of the May 18 delivery and am prepared to submit this documentation to someone willing to address the issue properly.

  

  Business Response

  Date: 05/19/2025

  May 19, 2025
  
  BBB ID: ********
  ********************** Ref: 5291581
  
  Dear Ms. ********************* you for your concern for our customer Ms. ******* ******.
  
  ***** *********, our Reservation Manager for our Southern ************************** followed up on the information Ms. ******* ****** provided.  She informed our office she spoke to Ms. ******* ******, who has agreed to a self-delivery.
  
  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:05/16/2025

  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.

  This particular Uhaul location has over charged me before but now the price they're charging me is totally unfair and too high($156.99 for a $19.95 a day truck rental in town) for three days. They're taking that much out of my checking account and Im a senior on a fixed income.

  

  Business Response

  Date: 06/05/2025

  June 5, 2025
  
  BBB ID: ********
  ********************** Ref: 5325605
  
  Dear *** ********************* you for your concern for our customer *** ******.
  
  According to *** ******* rental contract, she was charged for 3 days and traveled 76 miles at $1.09 a mile.  Please note the rental charges as follows:
  10 truck $59.85 ($19.95 x 3),Mileage $82.84 ($1.09 x 76 miles), Environmental Fee $3, Tax $11.30 = $156.99 Total
  
  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:05/15/2025

  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 was charged $898.32 for a Uhaul truck that was suppose to only cost around $30-$40. I only traveled approximately 10 Miles and was charged for 730 miles. I have a history with this company so when i drop off the rental they put in the mileage and mark the truck as returned. I have rented with them for years. When i called them they claimed they hired a new employee and then claimed a glitch as the reason for the error. Considering the mischarge is for several hundred dollars i asked about an immediate refund. They then assured me i would get it back same day. I gave the issue 4 days and today i called and they are refusing to provide proof of a refund and even hung up the phone on me when i asked for them to resend the proof they claimed they texted me. Now they refuse to take my calls and as of 5/15 i still do not have a refund. Please help

  

  Business Response

  Date: 05/16/2025

  May 16, 2025
  
  BBB ID: ********
  ********************** Ref: 5285551
  
  Dear Ms. ********************* you for your concern for our customer Mr. ******************* records indicate a refund for $784.80 was issued back to Mr. ******** **** account on May 12th.  A supplemental refund for tax in the amount of $78.48 was issued on May 16th. Refunds 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