Reviews

This profile includes reviews 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

  
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  U-Haul International Inc

  2727 N Central Ave Phoenix, AZ 85004-1120

  
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  U-Haul International Inc

  PO Box 21502 Phoenix, AZ 85036-1502

  
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  U-Haul International Inc

  16226 N 32nd St Phoenix, AZ 85032-3101

  
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  U-Haul Moving & Storage

  2516 4th Ave E Olympia, WA 98506-4823

Review Details

• Review fromJoseph R

  Date: 08/09/2024

  5 stars

  Joseph R

  Date: 08/09/2024

  I brought my van in to get my tow hitch and wiring fixed because I ran over a deer and it ripped out the wiring. I waited one hour and it was fixed. I expected to pay but they said there was no charge! I was surprised and overjoyed! The service I recorded was fast and friendly. I am very happy with their product and their service!
  

  U-Haul International Inc

  Date: 08/11/2024

  Hello ******. Thank you for sharing your experience with us and I am happy to hear it was such a positive one for you! If you provide the address of the location who gave you this outstanding service, I'll pass it along to their management team. Thanks again for taking the time to leave this feedback!

• Review fromJeffery R

  Date: 08/07/2024

  1 star

  Jeffery R

  Date: 08/07/2024

  I am very disappointed in my recent rental. I scheduled a truck and some equipment a week and a half early before my move day. I noticed the truck was at the location the week before my scheduled pick up. So I thought awesome theyre on the ball. I happened to drive by the night before my pick up and noticed truck was gone. So I called location and asked about my truck and they informed me another family had rented and it should be back next morning at 8:30. So I was scheduled to pick up at 8(mind you they werent bringing back until 30 minutes after my scheduled time)next morning and I asked what happens if they need it longerturns out they did need it longer. So I called the 800 number to try and figure out what to do cause I have people coming to help me and I need a truck. While Im on phone I get call from U-Haul and they say oh we had to **** down another truck for you. And its 45 minutes out of my way compared to 10 that I had set up to begin with. So whatever Im just relieved to have a truck to use. I go to pick up and Im doing the steps through their app and check to see if equipment was there and guess what nothing I requested was in back. No I didnt get charged for it but it wasnt there when I needed it. U-Hauls response was did you go to other location and see if they had it. Well no I didnt and no one suggested it either. It gets better, I have never rented U-Haul before so I wasnt aware of fuel guidelines besides I knew it needed to have at least quarter tank left in it like it was when I got it. So not knowing how good it was on fuel I fill it up. $130 worth of fuel. Well I didnt get any of my money back for fuel and I used 1/8 of a tank. Maybe $50 at most being generous is all I used. In my opinion its like finding money or over paying someone and returning it because its not yours. Not to mention its the right thing to do. Well U-Haul didnt think it was right thing to do and didnt think the inconveniences were worth anything either.
  

  U-Haul International Inc

  Date: 08/11/2024

  Hello *******, I am sorry about the multiple issues you had with the rental. Your concern has been documented and forwarded to the appropriate management team to address directly with you. I apologize again for any inconvenience.

• Review fromKristen B

  Date: 08/05/2024

  1 star

  Kristen B

  Date: 08/05/2024

  To Whom It May Concern,08/05/2024 I have been calling, emailing, and asking for someone to help me fix an issue that I am presently in (overcharged), but no one has contacted me (i.e.; Regional Manager, ***** or public Relations.I have spoken to the site manager multiple times to no avail. I provided proof of the double debit from my bank institution via screenshots of my account, in addition to my bank statement to show that the $125 CREDIT that was allegedly given on 7/03 like the manager, ******* reported has NEVER been credited to my account. I am now attempting to pay the current balance (after you deduct the overcharge fee) however, the site doesnt allow you to pay any amount less than what is owed. Since I dont owe the amount they say, I am unable to apply a payment via online. I went into the store personally three times and found my storage unit to have an additional lock (the last time) on it for non-payment and requested it removed from an employee (which he was very polite and removed the lock). I advised him to have ******* call me (which he wrote out a note for her in my presence). I have spoken to customer service twice and have reference numbers that provide information to said manager that I had 3 units on my account when I only asked for one. I have supplied these to the location manager as well. I have not heard from ANYONE since 7/06 and am very frustrated and unsure what to do. I could move out of the unit; however, that doesnt solve the issue of my double debit, lack of credit in approximately $125 and the current balance on the account ($198.85). I am giving this location one star as the staff at the front desk was polite. I hope everyone who is looking for storage opportunities to look elsewhere. Please beware of who you trust with your money and belongings!
  

  U-Haul International Inc

  Date: 08/06/2024

  Hello *******, I am sorry about the issues you are having with your storage account. Your concern has been documented and forwarded to the appropriate management team to address directly with you. I apologize again for any inconvenience.

• Review fromDan L

  Date: 08/04/2024

  1 star

  Dan L

  Date: 08/04/2024

  Reserved truck in 02/24. Got a text on 08/02/24 at 11:30 am, stating a uhaul rep would be calling soon. Never received a call, so at 4pm I called them concerning my one way rental the next day. They said they didn't have anything nearby, however I could drive 3hrs roundtrip to pick up a truck. That was unacceptable to me, she said that's all she could do and I could cal my reservation, if I wanted to. My daughter was moving the next day, that wasn't an option. I then spoke with supervisor ******* ******************* She stated that's all they could do or I could cxl my order. After 35 mins on the phone, she said she had a truck 25 miles away, however I would have to bring it back to that location. This would increase my driving distance by almost 125 miles and my time by over 2 hrs, however I had no choice as my daughter was moving the next day. They offered $50 off the rental. I explained gas alone for the increased driving would exceed that. ******* didn't care and said I could take this or cxl my order. No customer service, no apology. I will never use nor recommend uhaul again. They did not honor the one way reservation they accepted.
  

  U-Haul International Inc

  Date: 08/05/2024

  Hello ***, I am sorry about the issues you had with your reservation. Your concern has been documented and forwarded to the appropriate management team to address directly with you. I apologize again for any inconvenience.

• Review fromDesarah F

  Date: 08/02/2024

  1 star

  Desarah F

  Date: 08/02/2024

  On August 1st, 2024 my husband and I rented a U-Haul truck from your Stone Mountain location, paying $145 (including insurance). We were provided with a truck that had only 1/4 of a tank of gas, despite the paperwork stating 1/8. More concerningly, the vehicle was not filled to capacity and was in poor condition.The truck malfunctioned shortly after we began our journey. We contacted roadside assistance immediately, but it took the third-party service two hours to arrive. U-Haul dispatch compounded the issue by providing the wrong address to the service provider. We were stranded in 97-degree heat with our 3-year-old son in a vehicle without air conditioning. The mechanic who eventually arrived confirmed that the truck was unsafe to drive due to overheating.Despite this, U-Haul insisted that we could not leave the truck without being accused of abandoning the vehicle, disregarding the safety of my family. As of 9:38 PM, we have been stranded on the side of the road for over six hours, with no resolution in sight. U-Haul's failure to send a tow truck or provide adequate customer service in these extreme conditions, placing my family, including a young child, at risk, is unacceptable. The Manager ******************* told us that we were responsible for their vehicle even though their company gave us this vehicle in this condition. No where in the contract does it state that a customer is liable for the malfunction of their vehicle.Given the severity of the situation, including potential child endangerment, we intend to pursue legal action against U-Haul. We expect a prompt response and immediate resolution to this issue.
  

  U-Haul International Inc

  Date: 08/04/2024

  Hello *******, I am very sorry about the issues you had during the rental. Your concern has been documented and forwarded to the appropriate management team to address directly with you. I apologize again for any inconvenience.

• Review fromAnastasia B

  Date: 08/01/2024

  1 star

  Anastasia B

  Date: 08/01/2024

  Im leaving ZERO stars. We had the absolute worst service and experience. We reserved a 6x12 trailer for our cross country move from ******* 1 day before our scheduled pick-up time were notified our reserved 6x12 trailer was no longer available. The only option was a 5x8 trailer. We talked to management with no resolution. So, here we sit unable to move all our belongings. Its absolutely unacceptable. This place is a clown show. Do not rely on u-haul.
  

  U-Haul International Inc

  Date: 08/02/2024

  **************, I'm sorry to hear you had an issue with your reservation.  Please contact our Traffic Manager, ********************, with our U-Haul Company of ****** for assistance.  She can be reached at ************ or direct at **************.  She is also available by email at ***************************************.  Again, I do apologize and we appreciate your feedback as well.

• Review fromStephen H

  Date: 08/01/2024

  1 star

  Stephen H

  Date: 08/01/2024

  They triple charged me I have tried for three days to try and get it taken care of and tired of it.
  

  U-Haul International Inc

  Date: 08/02/2024

  My ******,   Im sorry to hear you are not happy with your U-Haul rental experience.  According to your rental contract, the trailer was due back on July 29th at 8:00 pm, which would be a charge for 3 rental periods.  The return contract shows the trailer was returned after 8:00 pm, thereby adding an additional rental period at $24.95.  I hope this information was helpful.

• Review fromDoxie C

  Date: 07/29/2024

  1 star

  Doxie C

  Date: 07/29/2024

  So I came into this location At 7 PM on July 27 which was a Saturday and I rented the small truck 1995 is the fee right? I rented it for in town. Had it for a total of two hours 30 miles on it. When I picked it up, they charged me $72.88 which I paid with my cash app card. After I made the payment they then informed me that they had to have $100 deposit and they said I would get it back the very next day so I could come back Sunday morning and get it. so return the truck at 9:30 PM I put a full take of gas in it. The truck was clean.I came back on the 28th the very next day which was Sunday and the young man looked up my account and he said that for some reason theyre charging me the hundred dollars that I paid as a deposit plus the 72 they already got and then I actually owe them another $43.61 and so Im freaking out because I use my rent money for that deposit. The young man told me he did not understand why because he is doing that he shocked hes never seen that before but I needed to come back Monday morning the 28th with the supervisor because there was nothing he could do , so I came here on the 28th. Im here now in the parking lot and the supervisor actually turns out to be the owner and she is refusing to do anything for me until she speaks to this employee who does not come back to work until Wednesday so I asked her could you call him and she said no Im not calling him very sternly and she obviously has cameras, but she has no intention of viewing the cameras, and she tried to tell me That I am only owed a refund of $43.61 so I was explained to her thats not correct if I paid $72.88 From this amount you would subtract the actual charges which were $56.39 which means you owe me from that $12 plus my hundred dollar deposit. And she is telling me she only owes me the **************************************************************** anyway shes not shes being very very rude. Do not rent from this facility choose another one any other one, not here
  

  U-Haul International Inc

  Date: 07/30/2024

  ************, I am sorry to hear you had an issue with your U-Haul in-town rental.  Please go to ********************************** to file a Customer Action File or call ************ to speak to a CSR.  We can then follow up on your concerns to reach a resolution.  We appreciate your feedback.

• Review fromE. Nicole J

  Date: 07/28/2024

  1 star

  E. Nicole J

  Date: 07/28/2024

  I am writing to formally express my dissatisfaction with the service I received regarding the delivery of my U-Haul **Box. My **Box was scheduled to be delivered Sunday, July 28th based on communications from U-Haul representatives and several emails confirming the delivery window between 9 AM and 4 PM.On the previous day, July 27th, I spoke with a representative who assured me of this timeframe. Additionally, I received three separate emails confirming the same. Today, July 28th, I spoke with another representative who indicated that the delivery would be made by 5 PM at the latest, but that efforts would be made to have it delivered by 4 PM.Despite these assurances, the delivery did not occur as promised. At 4 PM on July 28th, I attempted to contact U-Haul and was placed on hold for over 45 minutes without ever speaking to a representative. I then called an Ohio-based number, where a representative contacted the ******** local ****** and spoke with **** from the marketing department. I was assured that **** or another employee would call me within 15 - 30 minutes. Unfortunately, I did not receive any call.Subsequent attempts to reach the ********, GA ****** were similarly unsuccessful, as I was placed on hold indefinitely. When I called the Ohio number again, another representative informed me that the local ****** closes at 5 PM and advised me to call the scheduling manager on Monday morning at 7 AM.This situation has caused significant inconvenience and disruption. I had reserved movers to unload the **Box, a reservation I had to cancel. Additionally, my son and his roommate took the day off work to be available for the delivery, and they will now need to take additional time off for another delivery attempt.This level of service is unacceptable, and I am extremely disappointed with the lack of communication and accountability displayed by U-Haul.
  

  U-Haul International Inc

  Date: 07/30/2024

  ******************, I am sorry to hear you had an issue with your U-Box delivery.  I have set up a Customer Action Form for you under Ref# *******.  Please allow 3 days to hear back from our Coastal South Carolina Regional Office.  If you need to reach ***************** we can be reached at ************.  We appreciate your feedback.

• Review fromLinda B

  Date: 07/28/2024

  1 star

  Linda B

  Date: 07/28/2024

  I booked and reserved a moving truck 5 days before I HAD to move. I reserved it in my home town and booked it to return it in my new town. I received a confirmation number and booked a time to pick up the truck, Late in the afternoon of the day before my move I was advised, via phone there were no trucks at the pick up location and I would have to drive an hour and a half to a pick up location, which meant another hour and a half home. And then another hour and half to where I was moving to.What on earth kind of warning is that and what kind of service is that?? When I suggested they deliver the truck to me, I was told that was impossible. I inquired as to whether or not they had men who could drive the truck and how could they possibly leave me in such an awful position. I can not drive a truck and did have someone to do that, but from the original place it had been booked. They could not give up that much time and I had planned the move around that booking. The, so called "Service" manager hung up on me.And, yes, I admit I was angry with him on the phone - who wouldn't be? I highly advise if you want to book and truck and know that your booking will coincide with the reason you need the truck in the first place, DO NOT USE U-HAUL. Since this has happened at least 10 others have told me they had the same experience.Perhaps they should listen to all the lies they have on each recording that you get as they pass you around about 5 times to no one who cares or even want to help and see if they can live up to that - apparently not.A very angry ex-customer
  

  U-Haul International Inc

  Date: 07/30/2024

  **************, I'm sorry to hear you had an issue with your reservation.  I have set up a Customer Action file for you under Ref# *******.  Please allow 72 hours for a CSR to contact you back to address your concerns.  If you need to contact ***************** they can be reached at ************.