Reviews
This profile includes reviews for U-Haul International Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 715 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromBill M
Date: 05/20/2023
1 starBill M
Date: 05/20/2023
Bait and Switch. I made a guaranteed reservation for a 10 truck to move my son from ******** to ******* for ********************* As Im on my way to pick up the truck ********** ****** ** calls to tell me they dont have the truck and send me to another location. They also failed to tell me they switched the reservation to an uncharged 15 truck, which we now have to drive ***** miles. **************** did not care and they had no intention of trying to make this right. Complete bait and switch and no regard for their customers or their word.
U-Haul International Inc
Date: 05/22/2023
Hello ****. I apologize for your pick-up location and equipment size being changed. Unfortunately, sometimes reservations must be changed at the last minute because the truck slated for an upcoming reservation becomes unavailable for various reasons. This could be from it breaking down or the previous renter not returning it as expected to name a couple. Because your scheduled location changed, you were provided the Reservation Guarantee credit which normally reflects on the card account within five business days. The truck was upgraded to the next larger size, but you were still charged the rate of the 10 ft truck. U-Haul does reserve the right to upgrade truck sizes to fill a reservation. I apologize again for any inconvenience this caused you.Review fromShawn R.
Date: 05/17/2023
1 starShawn R.
Date: 05/17/2023
NEVER USE U-HAUL FRAUDSTERS! An employee at U-haul stole my credit card information to buy pizza after I booked reservations for a truck rental!I immediately filed a police report and contacted my bank to dispute the fraudulent credit card transaction.I also contacted U-haul on several occasions and they assured me that someone would reach out to me.However, it has been nearly one-week and nobody from U-haul has contacted me to explain why their employee used my credit card to buy pizza!!I wasted ********* credit card was stolen by calling this fraudster den!U-Haul International Inc
Date: 05/21/2023
Hello *****, I am sorry about what happened with your card. As a police report was filed, U-Haul will work with the police in regard to this issue. If you have not done so already, we suggest disputing the charge with your card company as well. I apologize again for any inconvenience.Shawn R.
Date: 05/21/2023
I contacted U-Haul with the goal of renting a truck, which never happened because their employee used my credit card to buy food at a pizza restaurant before I had a chance to get the rental truck!I filed the police report & contacted my bank; however, this required me to CANCEL my credit card which also blocked my ability to use the card until a replacement was delivered by postal mail.YET, I still needed to get a rental ************ waited for a U-Haul boss to contact me so that we could discuss the situation, but nobody ever reached out to me!So, yesterday (5/20/2023), I went to *************** and I got a rental truck, which cost more money, but the good news was their employees didnt make fraudulent purchases while using my credit card. (Perhaps, you simply get what you Pay for!)U-HAUL will never get my business again!Review fromDale B
Date: 05/17/2023
1 starDale B
Date: 05/17/2023
Our U-Haul vehicle rental was at the York, ** facility on ********* Avenue. The rental vehicle obviously had not been washed in quite a long time. The windshield was so dirty and unsafe that I used the *************** from my personal car to clean the windshield. There was pre-existing damage on the vehicle and I had to argue repeatedly with the employee to annotate this damage IN WRITING on my rental agreement. Employee just stared downward at the counter, was very indifferent towards me, would not even look up at me, and kept repeating, "We are aware of the damage" and did not want to put that statement in writing. This was EXTREMELY important to me because I did not want to be charged $$$ for this pre existing damage to the vehicle. I had to make my request 4 times before the employee finally annotated the pre existing damage on my invoice, and after he did, the employee just flung the paper back towards me. This was extremely rude and unprofessional. This same employee was outside when I returned the vehicle, and as I handed him the key he quickly mumbled something, turned, and walked away. I had to approach him and ask if we are finished, do we do an inspection together, any paperwork that needs to be signed? The employee gruffly stated "We're done" and he walked away again. No question about if there were any issues with the vehicle or even a thank you for your business. My ******** travel frequently around the country and we are used to renting cars and dealing with multiple rental agencies and their employees. I would highly recommend professional customer service training for the employee who engaged ** so rudely.U-Haul International Inc
Date: 05/19/2023
**************, I am sorry to hear of your experience. I set up a Customer Action File for you with a Ref# *******. You should be contacted back from U-Haul within 72 hours. I apologize for the inconvenience and we appreciate your feedback.Review fromMichael M
Date: 05/15/2023
1 starMichael M
Date: 05/15/2023
Booked a move with uhaul supplying the movers and ended up having to leave over $1000.00 in grills in ******* because the young kids they sent had absolutely no idea how to pack a truck. Worst thing Ive ever done, I was on a time crunch so I couldnt unload and reload.U-Haul International Inc
Date: 05/19/2023
****************, Im sorry to hear of your experience. Moving **** is a neutral venue and each Moving **** service provider is an independent laborer who is responsible for their own customer satisfaction and level of service. If you wish to file an objection for their service, you will need to contact the moving helper direct. I apologize for the inconvenience.Review fromKen R
Date: 05/14/2023
1 starKen R
Date: 05/14/2023
I purchased a used UHAUL car dolly from an authorized UHAUL dealer that sells used UHAUL car dollies and cargo trucks. I often take long trips in my motorhome, so I wanted to buy a spare tire and wheel for the dolly. The dealership informed me they did not sell spare tires so I would have to contact UHAUL. I have spent hours/days contacting UHAUL dealers and other UHAUL offices. No UHAUL office has been able to tell me where/how I can buy a spare tire for the dolly.Obviously, the dolly is totally useless if one of its tires blow out or a wheel is bent..The UHAUL company should be prohibited from selling their used car dollies to the public unless/until they make spare tires and wheels available for purchase. OR - UHAUL needs to advise their used car dolly dealers what common commercial wheel and tire combination will fit on the UHAUL car dollies. **********U-Haul International Inc
Date: 05/19/2023
******************, Im sorry to hear of your experience. Please be aware we do not sell tires. Im sorry you were not referred to a tire vendor as that would have been the proper response when you requested to purchase a spare tire for the tow-dolly. I have passed along your feedback to the responsible Field Manager and I apologize for the inconvenience.Review fromJoanne B
Date: 05/13/2023
1 starIf I could put a no star I would. I was charged $65 for using up a 3rd of a tank of gas ?? for moving. And I did reserve it for 24hrs but if I brought it back by 8pm the same day I wouldn't be charged for 24hrs. I still was. Uhaul is a scam, they have big signs on their trucks saying $29.99 for the day but then it starts costing me $100 in the end of the day. It's false advertising, it's not right and they are misleading.Review fromTonya R
Date: 05/12/2023
1 starTonya R
Date: 05/12/2023
Reserved U haul 2 weeks in advance. Three hours before picked reservation moved. Then canceled. Then moved again. Then Noone present at pick up location. No answer on solution from U haul, no compensation for lost time, nothing.U-Haul International Inc
Date: 05/19/2023
********************, Im sorry to hear of your experience. If you go to uhaul.com and go into your account online, you can call **************** or chat with us regarding your concerns for a resolution. You can also email ** at *********************************** I apologize for the inconvenience.Review fromCraig B
Date: 05/11/2023
1 starCraig B
Date: 05/11/2023
NEVER USE U-HAUL!!! They locked me in their facility and refused to come get me out for 9 and 1/2 hours. I am disabled. I had no food, water, bathroom, or my medication. Instead of trying to compensate me, they offer me a free month of storage.. S**** YOU U-Haul. I am suing your company for $50,000,000. You rob your clients for every paper, box , and bag, but you can't take responsibility for wrongfully imprisoning me.U-Haul International Inc
Date: 05/19/2023
Im so sorry to hear of what you experienced. If you would like to file a claim with ***************** you can reach them by going to uhaul.com and go into your account online, select chat or call in, or email *********************************** Your concerns will be directed to the responsible party for a resolution. Again, I am sorry for your experience.Review fromJana H
Date: 05/08/2023
1 starJana H
Date: 05/08/2023
I reserved a truck the month before my move. They phoned to confirm my rental the night before (while also notifying me that they'd changed my pickup location to further away) . Got a babysitter. Took work off. Hired movers to help, drove half an hour to the location to be told they'd let the guy returning the truck that morning keep it longer so they had no truck for me that day. They did offer to charge me more for a larger truck they could find somewhere else in the city. How helpful. When I emailed my complaint they phoned to offer me 50 dollar credit to go through this all over again. DO not use uhaul. There is a reason there reviews are consistent so horrible.U-Haul International Inc
Date: 05/09/2023
Hello ****, I am sorry about what happened 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 fromGre G
Date: 05/06/2023
1 starGre G
Date: 05/06/2023
Worst company I have ever dealt. Constantly unavailable equipment terrible customer service. Deal with any other company but uhaul or their retailersU-Haul International Inc
Date: 05/08/2023
Hello ****, I am sorry about the issue 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.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.