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

  17209 N Cave Creek Rd Phoenix, AZ 85032-2441

  
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  U-Haul Moving & Storage

  2516 4th Ave E Olympia, WA 98506-4823

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  U-Haul Co. of Eastern North Carolina

  3001 Capital Blvd Raleigh, NC 27604-3333

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  U-Haul Moving & Storage

  2515 Rainier Ave S Seattle, WA 98144

Review Details

• Review fromDan N

  Date: 11/29/2022

  1 star

  Dan N

  Date: 11/29/2022

  U-Haul has a $50 guarantee and will do anything to prevent you from getting it. I booked a U-Haul for the next morning with the guarantee and showed up at this location at its closed hours. The app was working fine until I had to upload pictures to the app. They would not take any of my photos. I had no issues contacting customer service via the app and there are no options to submit photos via customer support. Instead of working with me to approve me on site, they made me drive to another location, causing delays and making people wait around for me.Now at the location of the new booking, I did a walk around of the vehicle and noted some damage that was not marked by "X"'s on the vehicle. I found a customer service rep and he quickly dismissed me saying all damage is already marked. I told him that there are spots not marked and told me just take photos. After starting the vehicle and getting ready to leave, he walks over and I again mention there are a few spots including a crack on the bumper that are not marked. He then says, "It's part of this other scratch that is marked" that is 6 inches away from the damage location.Not only that, I gassed up the car and I was accused of not filling the car back up. Luckily I took a photo of before and after of the gauge including the odometer. I also included the mileage in the photo.Any complaints logged through the app quickly is closed due to "inactivity". I experienced this 5 times. I even tried this on my computer the next morning and I saw the member message me before closing it 3 seconds after. Uhaul is fine when there are no complications. They will take every chance at you to charge or wrong you. I am so disappointed at my experience.
  

  U-Haul International Inc

  Date: 11/29/2022

  Hello ***, I am sorry about the problems you had . Your concern about the issue with the self-pick-up process was documented and forwarded to the appropriate management team to address directly with you. As for the fuel charges, those were charged and credited on the same receipt. I emailed you a copy of it so you can see you weren't actually charged for the fuel. I apologize again for any inconvenience.

• Review fromJennifer S

  Date: 11/28/2022

  5 stars

  Jennifer S

  Date: 11/28/2022

  Excellent experience at A&H Rentals; ***** was wonderful. A family member moved to ******** from out of state, and UHaul changed our drop off location to another location, but they never notified us (we were also supposed to get a notification from the out of state pick up location and never received that notification either). We were on a strict timeline to drop off the vehicle transport so the movers could unload the truck, and ***** took time out of his Sunday morning to meet us and help us with the transport - he went above and beyond when he didn't have to. Dropping off the van at a later time was also a very smooth process.As far as UHaul, I am not happy with their customer service, as we were supposed to receive text notifications from them with respect to location changes at both pick up and drop off. This is not the fault of the individual dealers. My suggestion is if you rent with UHaul and are on a strict timeline (like we were with the out of state move - we only had a certain number of days to load, drive, and unload), do yourself a favor and call UHaul the night before your pick up and drop off, just in case they changed your locations and did not notify you. If they change your locations, please do not take it out on the individual dealers; this is something that is out of their control.
  

  U-Haul International Inc

  Date: 11/29/2022

  Hello ********. I apologize for the poor communication during your rental process but am happy to hear ***** was able to assist you in such an outstanding manner. Unfortunately, I was not able to locate a rental contract using the information provided in the review. If you wish to have concerns addressed by a member of management, please provide the name and email address listed on the rental contract. Thank you and I apologize again for any inconvenience.

• Review fromJordan S.

  Date: 11/27/2022

  1 star

  Jordan S.

  Date: 11/27/2022

  Went to pick up the truck I rented. When I got the verification process it took multiple hours to figure out. When I called customer service multiple times to try and get this resolved everything they tried failed. So after a couple I finally got the answer that their self verification system was not working on their end and there's nothing they can do. I already missed my appointment to pick up load with the truck so I had to cancel. The rude employee told me I had to do this on my own and I was on the hook for any fees. After finally getting load cancelled I emailed customer service about the reservation guarantee. I was told I didn't not qualify for the reservation guarantee payment because I cancelled the reservation myself. So I figured out the reason the service rep asked me to cancel was so they could be off the hook for failure to guarantee my reservation. When they moved my complaint to the field manager in that area he blamed me and said the same thing as the customer service rep. **** shady company that doesn't live up to it's promises. Do not rent from any U-Haul. All are ran by corporate and will do anything to save them a buck!
  

  U-Haul International Inc

  Date: 11/28/2022

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

  Jordan S.

  Date: 12/04/2022

  Still have not been contacted by anyone from from U-Haul

• Review fromIrene R.

  Date: 11/27/2022

  1 star

  Irene R.

  Date: 11/27/2022

  I rented a pick up truck for 40 minutes. I used 5 miles total. At the desk on my contract receipt it states $10 for the insurance coverage. On the receipt that I received via email for my final charges it states $20. The gas total is also incorrect on my final receipt. I ended up paying $86 for 5 miles. **** me how that is fair or a valid transaction. I was charged without a run down, even after I requested one. The sales person only said, dont worry you will receive it once I go look at the mileage. This is such a scam!!! I hope the BBB can do something about this.
  

  U-Haul International Inc

  Date: 11/28/2022

  Hello *****, I am sorry about the issues with your rental charges. You should have received a separate email showing a refund, which normally reflect on the card account within 5 business days, for an extra day charge. I apologize again for any inconvenience.

• Review fromAlissa A

  Date: 11/27/2022

  1 star

  Alissa A

  Date: 11/27/2022

  I can not express enough my disappointment in the uhaul customer service. Had a truck on reservation for a one way move for a month when to pick up my truck I did not have the proper size available called customer service they were extremely rude uncaring and unhelpful. They substituted us for a giant truck and gave us no substitution in price to equivalent for the gas mileage that this bigger truck is going to take and we're unhelpful in giving resources or assistance. We are willing to wait for a week day to pick up a smaller truck of a different size but they wouldn't even help us look until we return to the other truck and waited 3 to 5 days for our refund. We have to leave by Tuesday so we cannot wait to reschedule just for them to still not have what we ****.. Next time I have a move I will go with one of the other truck rental services
  

  U-Haul International Inc

  Date: 11/28/2022

  Hello ******. I am sorry you are having an issue with your reservation. Unfortunately, I was not able to locate the reservation using the information provided in your review. Please provide the name and email address listed on the reservation so we can have the appropriate scheduling manager look into this further for you. I apologize again for any inconvenience.

• Review fromMARY B

  Date: 11/21/2022

  1 star

  MARY B

  Date: 11/21/2022

  If I could give no stars I would. I paid 8k for uboxes to get delivered to another state. First to ******** then to ****. I was told they would deliver the boxes to my house when I agreed to the uboxes. I am now being told they don't deliver to my address, yet they knew the address before shipping it. Every place is independent and if one place says you'll get something, the next place may say not. Absolutely abhorrent company!
  

  U-Haul International Inc

  Date: 11/22/2022

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

• Review fromWilliam L

  Date: 11/21/2022

  1 star

  William L

  Date: 11/21/2022

  Uhaul didn't provide the truck that I reserved. 2 weeks before my move, I reserved a 26' truck. They didn't have it on the day I was to pick it up. I got sent to two other uHaul locations and ended up with a 15' truck (half the size I needed and reserved). Additionally, I had to rent as a local move, returning the truck to the original location which doubled the mileage and time, compared to the 1-way that I reserved. This was a horrible experience.
  

  U-Haul International Inc

  Date: 11/22/2022

  Hello *******, I am sorry about the issues you had with your 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 fromDane S

  Date: 11/20/2022

  1 star

  Dane S

  Date: 11/20/2022

  **** in ****** ** scammed my wife by letting her leave his Uhaul shop on an empty tank and never updating her paperwork from 1/4 tank to E after he told her he would. We are now being scammed on 1/4 tank of gas.
  

  U-Haul International Inc

  Date: 11/22/2022

  Hello ****, I am sorry about the 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 fromPamela W.

  Date: 11/18/2022

  1 star

  Pamela W.

  Date: 11/18/2022

  i would rate this a zero if it was possible. Very shady business practice. The original quote looks fine, but be aware of the additional overcharges they'll tack onto your credit card after you leave! When we arrived to pick up the van I thought it was odd the guy told us to 'take a picture of the gas gauge before we leave in case someone had siphoned any gas out the night before'! He also told us to ignore the 'tire low' light as it was an issue with one of the sensors. So we get in the van and there's barely enough gas in it to drive across town so we did indeed take a picture of the gauge. We picked up our furniture a block away from U-Haul, drove 7 miles, put 2 1/2 gallons of gas back in the van, and drove 7 miles back to the store, returning it in less than two hour and with more gas than when we left. The following day I found an additional charge on my credit card for $63.60, $39.50 of which were gas charges plus an additional DAY of rental fees! I contacted the office the following business day and the clerk apologized and said he would send through a credit that day. Four days later I have yet to see any such credit to my card. It's obvious they don't want to reconcile the account while the customer is STILL IN THE STORE so they can scam you out of additional $$$ once you leave, which I'm sure goes unnoticed by many! This is a fraudulent that needs to be stopped! contract number: ********
  

  U-Haul International Inc

  Date: 11/20/2022

  Hello ******, I am sorry about the issues you had with your rental charges. I reviewed the existing complaint file about this issue and see you were refunded for those charges. Refunds normally reflect on the card account within 5 business days. I apologize again for any inconvenience and if we can assist further, please let us know.

• Review fromDiane C.

  Date: 11/17/2022

  1 star

  Diane C.

  Date: 11/17/2022

  I reserved a cargo van online, opted out of the insurance because it's $25/day which is a total scam. When I got there to pick up the van, I was told the insurance was mandatory "per the manager" and no way to opt out. But if I wanted to go up to the 10 ft truck then I could opt out. I didn't need a 10 ft truck so had to pony up an extra $50 (because it was a 2 day rental). Naturally, the manager who implemented this policy is not there to talk to. The lady working offers to see if another location has a van without this policy but at this point I had already walked to this location and was not really interested in walking to the next closest location. If they choose to make this insurance mandatory, it should be clear when you make the reservation, not spring it on you when you go to pick up and have no other easy option. This bait and switch is BOGUS!!!
  

  U-Haul International Inc

  Date: 11/20/2022

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