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:05/14/2025

  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 have had a continuous problem with the management located on *********************************. I reached out to his Supervisor and discussed the problem which I thought was resolved. We adjusted my payment to be made on the 14th of every month with no automatic payment. On the 13th my card was hit by the management sending my account into an overage. I manage my account a certain way and pay with my credit card so that it increases my credit score. They hit my debit card which I did not give permission for them to use. I specifically told them and the main corporate office that I did not want automatic withdrawal and can make my payment myself. Not only this the manager has locked my two storages even after I had made my payment on both storages. He laughed about it exclaiming, "my bad." The manager cannot even present himself in a proper manner by wearing a shirt that fits, nor can he respect his customers by coming to unlock the *********************** he locked when he shouldn't have.Uhaul accepts this kind of behavior from their employees and allows them to lock paid storages so they can be put up for auction with no consequences to the employee.When I called to speak to the Regional Manager again I was let on hold waiting like my life had no bearing. All Uhaul wants is money from their customers and no responsibility to their customers or the actions of their employees. I am also disabled so they also violate the *** act as well as my civil rights. I request that this complaint not be closed until Uhaul be held accountable for the actions they have taken as well as the actions of their employees. Thank you very much.

  

  Business Response

  Date: 05/16/2025

  May 16, 2025
  
  BBB ID: ********
  ********************** Ref: 5289160
  
  Dear Mr. ********************* you for your concern for our customer Mr. *********************** *****, our President for our Metro ************************ followed up on the information Mr. ******* provided.  She informed our office a refund for $150 was issued back to his **** account and removed his account from auto-pay.  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:05/14/2025

  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 tried to call the customer service to no avail. Apparently nobody can give me a corporate phone number higher than manager *****, at the traffic control regional office in ********. I am writing because i'm extremely frustrated with what's going on. I have a move that was supposed to happen today with ubox. An agent at the regional office in ******** contacted me and said that one of the drivers called off today, sick. Not that this should be my problem, but apparently it was. They told me that their other driver is busy today. They told me both drivers would be there tomorrow, and even if only one driver showed up that they would still get me taken care of. Then they called me this afternoon and told me that both drivers called out for tomorrow and they might be able to show up on thursday. First, this is unacceptable and not how business should be ran.Considering that I (the customer) scheduled this in advance. I am out eighteen hundred dollars now. Because I paid movers to move all of my stuff outside in anticipation for the boxes today and then I had to pay them to move all my stuff back inside and now I have to pay them again to move all my stuff back outside only if they can even show Up with my pods. The fifty dollars a day late fee is not cutting it. I need pods here. I need to get moved. I need to be vacating this house And I need to be moving into the other house. I would like this to get handled asap, The agent at the regional office simply offered to just cancel my move, which is obviously not an option. The manager *****, did not seem to care and said there's nothing they can do since, these people called in sick. I understand people get sick, but there needs to be accountability, and there needs to be somebody else that can fill in. When these people are sick, when you are talking about a major company that people's lives depend upon. I talked to a young lady that customer service, *******, and **** but nobody could help me

  

  Business Response

  Date: 05/15/2025

  May 15, 2025
  
  BBB ID: ********
  ********************** Ref: 5289174
  
  Dear Ms. ********************* you for your concern for our customer Mr. ****************** ****, our President for our Hawaii Regional Office,followed up on the information Mr. ****** provided.  He informed our office he spoke to Mr. ****** and addressed his concerns.  He assured Mr. ****** his U-Boxes will be delivered and once they are loaded and picked up for shipping to Kona, we will discuss compensation. 
  
  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:05/13/2025

  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.

  On 5/03/2025 at 1:29 PM, I rented a U-haul truck from **************************************** rental location. I have rented several times from this location, ********, *****, and ****** under a previous legal name with no problems. When I got into the truck and realized how filthy it was I was disgusted, but I had walked from across town with a disabled dependent waiting alone for me at home. I didn't have time to return the truck and complain, but I did start a complaint process via chat and snapped photos. The chat *** told me not to file a complaint until the truck was returned. I didn't have time to return the truck until the day before its return date. I filed a complaint online as instructed and the manager from the ****** location called me to resolve the issue. He did get a slight attitude when requesting a refund. It's obvious the truck was disgusting and wasn't driven when comparing the overall miles with the time-stamped images. Anyway, he said he would refund the transaction and I received a refund to my account for a separate transaction for a tape dispenser and extra tape roll. I know consumers scam the system and return products for refunds. I want the corporate office to look at the condition of this truck and ask themselves if this would have upset them. Would you pay to rent something this disgusting and drive around in the previous renter's mess? The truck also made a loud humming noise the inspector noticed upon return that wouldn't shut off. So not only did I receive a dirty sticky truck, but it made a sound that wouldn't shut off. I'm sure the manager made a mistake refunding me for the tape dispenser and tape roll. I'm still requesting a full refund because it's the principle and most businesses wouldn't charge in this situation to retain customers.

  

  Business Response

  Date: 05/15/2025

  May 15, 2025
  
  BBB ID: ********
  ********************** Ref: 5282028
  
  Dear Ms. ********************* you for your concern for our customer Ms. ******************** ******, our Executive Assistant for our ********************************* followed up on the information Ms. ***** provided and sent her the following email in response:
  Good Morning! I am terribly sorry about the condition of the truck you rented. After a quick credit card search,I do see that the manager of the Moscow store processed a full refund for the rental, in the amount of $161.73 on 5/12/25. It may take a few days to show on your bank statement as Federal regulations allow your bank up to 10 business days to process the refund. Please let me know if you don't see it by mid next week. Again, I am terribly sorry about your experience, and I hope you will choose U-Haul again for your future needs. Sincerely, ********* ****** Executive Assistant
  
  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:05/13/2025

  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 have been storing my personal items at this facility since October 2024. During a visit to my storage unit, I discovered that my unit was messy and dirty, and it look like there may have been some animals (i.e, rats or mice) I spoke with ****, the general manager and he told me that he will check the unit and take some pictures. I do not believe this was done as I did not hear from **** on the outcome of his inspection. I also discovered some of my bagged items had holes in them that look like something had chewed it. I did see what appears to be animal f**** in various places in my unit. I have not heard from **** or any representative as to how this matter will be addressed. I would like a 60 day no charge ***** period so that I can make other arrangements to have my items moved.

  

  Business Response

  Date: 05/19/2025

  May 19, 2025
  
  BBB ID: ********
  ********************** Ref: 5276476
  
  Dear Ms. ********************* you for your concern for our customer Ms. ****************** ********, our President for our **************************** **************** followed up on the information Ms. ****** provided and sent her the following email in response:
  *****, I apologize for the delay reaching you. Please feel free to contact me, I will follow up with you on Monday so we can get everything rectified. Please enjoy the rest of your weekend. Sincerely, *********************************************** President U-Haul *** of ********************** C: ************ O: ************ ********************************************************************
  
  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:05/13/2025

  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.

  Im filing this complaint regarding a false and mishandled damage claim tied to my U-Haul rental on March 1, 2025. I was never informed of any incident or given a chance to explain until March 31, when I received an email from ***************** about a $3,631 damage claim I had no prior knowledge of.The U-Haul location acted unprofessionally from the start. When I arrived, the employee insisted I was at the wrong location, even after I showed my reservation and confirmation email. She directed me five miles away, but when I called the other location (which was closed), I returned and she admitted I was in the right place. She also gave me the wrong truck number, then had to search the lot to locate the correct vehicle. The truck was dirty, with trash inside, and did not appear to have been inspected or properly cleaned.Nearly a month later, I was shocked to hear a claim was filed. Repwest said U-Haul claimed I admitted to hitting a polecompletely false. I never admitted to anything, was never contacted by anyone, and was never shown any photos or informed of damage during or after my rental. That statement falsely attributed to me undermines the fairness and credibility of the claim.When I asked U-Haul how that conclusion was reached or who filed the claim, I was ignored and told I shouldve reported preexisting damageavoiding the issue entirely. I only used the truck to move items to a new home. It stayed parked in my driveway all day, was taken once to refuel, and returned. No accident occurred.******* shared the photos U-Haul submitted and advised me to dispute directly, as the claim was based solely on U-Hauls report. Submitting false or unverified information undermines the legitimacy of the claim process. I respectfully request the opportunity to dispute this claim and hope U-Haul will review the matter fairly and professionally.

  

  Business Response

  Date: 05/19/2025

  May 19, 2025
  
  BBB ID: ********
  ********************** Ref: 5281535
  
  Dear Ms. ********************* you for your concern for our customer, ****** *****.
  
  ****** *******, our President for our Northwest *********************** followed up on the information Mr. ***** provided.  He informed our office he attempted to reach Mr. ***** by phone and left him a message.  Based on the information we have and the damage we see, it appears Mr. ***** hit something and caused the side skirt to be pushed in.  No damage was noted on the prior rental.  Mr. ******* would like to discuss the issue with Mr. ***** and offer a resolution.  He hopes to hear back from Mr. ***** 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

  Customer Answer

  Date: 05/19/2025

  
  
  
  Thank you for the update.
  
  
  I did speak with ****** ******* on Saturday, and during our conversation, he mentioned he would look into the matter and follow up with me by mid-day Monday. He also acknowledged that it might be best to send an email instead of calling, just in case I missed the call, and he agreed. However, I have not received any email, nor was any voicemail left. Ive been expecting his follow-up as discussed.
  
  
  I remain open and available to discuss this further. Please feel free to provide a direct email or confirm when I can expect a follow-up.
  
  

  

  Business Response

  Date: 05/21/2025

  May 21, 2025
  
  BBB ID: ********
  ********************** Ref: 5281535
  
  Dear Ms. ********************* you for your continued concern for our customer Mr. ******************** *******, our President for our Northwest *********************** reviewed Mr. ****** recent comments and sent him the following email in response:
  Trevon, My apologies for the delay in getting back to you about the recent rental. Thank you again for taken the time to speak with me on Saturday. I reviewed the camera footage from the time of the dispatch and the evening of the return. Based on the information you and I discussed on Saturday as well as the camera footage, it is determined that the damage was caused during your rental contract. I have attached photos of camera footage of the time you dispatched the equipment as well as the evening you returned the equipment. The photos clearly show there was no damage when you left the location, but the side skirt had been damaged when you returned it. Please feel free to reach out to me if you have any questions.Thank you again for your time in this matter. ********************************************* President U-Haul Northwest Dallas ************ 
  
  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:05/12/2025

  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 ON THE 5th of MAY. I PAID A DEPOSIT OF $160 DOLLARS. I NEEDED TO RENT THE U HAUL ON THE 6 TH THEY TOOK $32 THEN I WENT ON THEIR APP TO RENT IT ON THE 7 TH IT SHOWED I HAD PAID $383 DOLLARS SO I RENTED IT AGAIN AND THE NEXT DAY WELL COME THE 9TH I CALLED THEM TO RENT IT UNTIL SATURDAY THE 10TH. THEY THEN CHARGED ME $246 I CALLED ON THE 12TH BECAUSE I SEEN THAT THEY TOOK $240 I CALLED THEM AND THEY ARE CHARGING ME FOR MILEAGE THAT WASN'T USED WON'T GIVE ME MY DEPOSIT BACK AND CLAIM THAT THEY DIDN'T HAVE ANYTHING TO DO WITH TRYING TO GET ANOTHER $240

  

  Business Response

  Date: 05/15/2025

  May 15, 2025
  
  BBB ID: ********
  ********************** Ref: 5287692
  
  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 attempted to speak to Ms. ******* but was advised she was not available at the time.  He sent Ms. ****** an email asking when would be a good time to call her again.  After reviewing the contract, all charges appear to be correct.  Mr. ******** relayed he would go over the contract with Ms. ****** when hes able to speak to her.
  
  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: 05/19/2025

  The person only contacted me once. I was told that when I signed the contract I would get my deposit back. Yet I didn't get the deposit plus since I didn't use the extra mileage they charged me for. I should get that back. This is an attempt to extort money from the handicapped and take Government money that they are not entitled to 

  

  Business Response

  Date: 05/21/2025

  May 21, 2025
  
  BBB ID: ********
  ********************** Ref: 5287692
  
  Dear Ms. ********************* you for your continued concern for our customer Ms. ******************** ********, our President for our ************************* reviewed Ms. ******* recent comments.  He advised our office he sent her a detailed email itemizing all charges and verified they are accurate.  He also sent her a copy of all credit card transactions and asked her to contact him back if she wished to discuss the issue further.
  
  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:05/12/2025

  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 ordered a tow hitch to be installed (without electrical). When I arrived for my appointment I was told the installer didnt work those hours and I needed a new appointment. That install took 2 hours longer than I was told. As soon as I left my rear parking sensor stopped working. I opened a case request twice and was never called. Every time I called no one answered the phone. Finally I came in person and they told me an office ********************************************************************************* I raced there, only to find they had no idea of me coming and couldnt help. I found out the first site had been closing my request case without calling me. That site had me make an appointment to fix the issue, which left me without a car for a day. They didnt realize they had my car for half the day, then they looked at it without touching it and said they couldnt help me. Ive driven to U-Haul now a total of 6 times, 30 minutes each way, so 6 hours of driving, plus arranging child care and transportation to my job and no solution has been offered. This is the worst service Ive ever received from any business. Now Ive been told I have to pay out of pocket to have this fixed.

  

  Business Response

  Date: 05/15/2025

  May 15, 2025
  
  BBB ID: ********
  ********************** Ref#: 5256134
  
  Dear Ms. ********************* you for your concern for our customer Ms. ********************** *****, our Executive Assistant for our *********************** ******* followed up on the information Ms. ******** provided and sent her the following email in response:
  Good morning my name is ***** I'm reaching out on behalf of U-Haul, I want to first start off by apologizing for your experience you had with U-Haul, this is not how we take care of our customers and this situation is not being handled lightly with this location.We would like to correct this issue are you able to email me a quote on the damage and I can have you compensated for damage and refund amount paid for install there is also the option of having it repaired at a different location at no charge and still refund what was already paid. Please reach back out to me and we can get this resolved for you and again we apologize for any inconvenience this may have caused. I look forward to hearing from you. Thank you, ***** ***** Executive Assistant U-Haul *** of East ********* 954 *************; ext 954102 
  
  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:05/10/2025

  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.

  Containers were not placed where I requested. I did send photos as UHAUL asked so they knew exactly where to place them. They said they called - they did not, I'll be happy to share phone records. Also, they were placed on a VERY steep grade. Unsafe. I was not able to get everything I needed. MY HUSBAND IS A DISABLED VET so this will go further. Containers are also falling apart. JUNK. I want a FREE CONTAINER and a FULL REFUND.

  

  Business Response

  Date: 05/16/2025

  May 16, 2025
  
  BBB ID: ********
  ********************** Ref: 2584902
  
  Dear Ms. ********************* you for your concern for our customer Ms. ****************** ******, our Traffic Manager for our Northwestern ***************************** followed up on the information Ms. ***** provided.  He informed our office a refund for $362.53 was issued back to Ms. *****s Master Card account as an adjustment on her move.  As we value Ms. ***** as a customer, Mr. ****** also issued her a VIP Certificate for $275.50 to use toward a future purchase or rental on the many products and services U-Haul has to offer.  The refund can take 5 business days to post to Ms. *****s 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:05/09/2025

  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.

  Hello! This is in reference to U-Box Reservation # ******** and U-Haul Moving Helpers Reservation #cafea0d0. I am writing to express my dissatisfaction with the U-Box Rental process so far. My current issue arose due to today's scheduling attempts with the local U-Haul facility here in *******, **. When I made this current reservation I was very careful and explained that I have a very tight moving schedule. I need the U-Box delivered on May 29th and picked up on May 30th and explained that I am moving across the country and won't have alot of time to be with the box. At that time I was assured that everything would be possible. However today I was informed by the local U-Haul facility that there was no way of knowing when the box may arrive on May 29th and in addition I would not be able to actually speak to the drivers to know when or where they might park the box. Originally when booking I explained that my apartment complex has some reserved parking but not all is reserved and at that point in time I will have sold my car and won't be able to "hold" a spot. I was told that they can request a driver reach out to ask where I want the box but they can't say for sure as they will usually just pick an open spot and "that is where the box goes". I also questioned about how I can communicate with the movers given the tight turnaround and no one was really able to give me a timeframe. Sadly I have to work for half of my shift that day and can't take the whole day off and was hoping for more guidance. I attempted to contact the national U-Haul office for assistance but they just kept on referring me back to ******* who was not willing or able to help. Finally I asked for a manager to call back but I don't know if they will or not but this is not what I was told when I reserved the box and this is really leaving me in a bind regarding my upcoming move and I need someone from U-Haul to help as the local office does not seem to want to assist.

  

  Business Response

  Date: 05/19/2025

  May 19, 2025
  
  BBB ID: ********
  ********************** Ref: 5284893
  
  Dear Ms. ********************* you for your concern for our customer Mr. ******************** *****, our Traffic Manager for our **** Orlando **************** followed up on the information Mr. ***** provided.  She informed our office she has left several messages on Mr. ****** voicemail, as well as sent him two emails requesting a return call in order to discuss his concerns and reach a resolution.  Mr. ***** can reach ******** at **************.  She hopes to hear from him soon, if not already.
  
  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: 05/23/2025

  
  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 was able to get in touch with ****** who helped resolved the issue.  I had recently changed phone carriers which caused part of the problem as I was not receiving voicemails.  But ****** was very helpful and got the issue resolved and everything is now set up for my move with U-Haul!
  
  Regards,
  
  ******** *****
  
   
  

• Initial Complaint

  Date:05/08/2025

  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.

  This Uhaul branch continues to charge me after delivery of my items. I think they may be running a scam. They continue to charge me monthly (sometimes twice a month) for a ubox that was delivered and emptied 3 months ago. When I called to get refunded and ensure the charges wouldn't continue they said they would resolve it. Instead they reversed the charges, recharged me and then continued to bill me monthly. When I call the branch a woman answers says that the manager is not available or finds another reason to put me on hold. Or she hangs up on me. This issue is ongoing and I intend to keep escalating this issue until they resolve it.The centralized Uhaul company will not help me as they say this has to be handled by the branch. I have called and emailed the branch multiple times with no response. They continue to charge me every month.

  

  Business Response

  Date: 05/13/2025

  May 13, 2025
  
  BBB ID: ********
  ********************** Ref: *******, 5137579
  
  Dear Ms. ********************* you for your concern for our customer Ms. ************
  
  ***** ******, our President for our San ************************** followed up on the information Ms. ***** provided and sent her the following email in response:
  Hello ***, I was forwarded your concern regarding your **** account. I apologize for the error on our end which resulted in another month's rent charged to your card on file. When I looked into this matter, I found that they initiated the move out, but did not finalize it which caused the charge.Again, I apologize for our error. You will receive two emails after this one which will be a confirmation email of the **** contract being closed and an email of a confirmation of the rent charge being refunded. This should remedy the issue, but if anything does come up again, feel free to reach out directly to me so I can look into it. Thank you, *************************************** President | U-Haul of ************* Office: ************** Cell: ************** | *****************************************************************
  
  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