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 International Inc

  1032 Stevenson Dr., Suite 4 Springfield, IL 62703

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  U-Haul Co.

  3815 28th St SE Grand Rapids, MI 49512-1803

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  U-Haul International Inc

  2140 Otoole Ave San Jose, CA 95131

Review Details

• Review fromJesse C

  Date: 08/20/2022

  1 star

  Jesse C

  Date: 08/20/2022

  I recently rented a uhaul truck for my move; from the Indian market ********** location at ********************************************************************. When I got to the location to pick up my rental I found a homeless man sleeping in the unlocked cab of the vehicle. I didnt know what to do at first seeing as how the location wasnt open up yet. I took some pictures then I tapped on the driver side of the truck. He woke up after I tapped 3-5 times. He was reluctant to leave at first then he said he would come out. He then got out and immediately started trying to open up other cars to sleep in. The cab of the truck smelled terrible. It smelled like urine and body odor. I had to drive to my home with the windows down to avoid throwing up in the van. When I got home I had to clean out the van with Lysol and febreeze to get the smell out. I then had to shower and change clothes to get the smell off of me. After returning the van I was told by the store owner he doesnt own the vans. He gave me the number of the owner and I tried calling. The first time I called I spoke to a lady who said the owner would get back to me. Two days later I spoke to another woman who worked directly under him that said she would make sure I get taken care of but Ive never heard anything back from any uhaul employees. I feel this lack of service was beyond unprofessional considering what I dealt with. It will be a long time before I will rent from ANY uhaul location.
  

  U-Haul International Inc

  Date: 08/22/2022

  Hello *****, I am terribly sorry that happened. Your concern has been documented and forwarded to the appropriate management team to address directly with you. I apologize again for any inconvenience.

• Review fromAldo M

  Date: 08/20/2022

  1 star

  Aldo M

  Date: 08/20/2022

  Lied about the amount of fuel in truck and lied about what time the truck was returned to store in order to overcharge. I have proof.
  

  U-Haul International Inc

  Date: 08/22/2022

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

• Review fromJoe O

  Date: 08/20/2022

  1 star

  Joe O

  Date: 08/20/2022

  Reserved a truck, spent a week planning and three days packing, and these clowns called me hours before pickup to tell me that there are everything has been booked up for weeks, but I could drive across town to a terrible neighborhood and pick up a different truck if I wanted. It's not somewhere I'd feel comfortable leaving my car for two days.I feel that it was intentional that they waited until Saturday when all of their competition was closed so that I would have no other options. Their website, for some reason, showed that their full inventory was available, so this feels very much like a bait & switch, designed to push inventory out of less desirable locations and get people to rent things that they would never otherwise agreed to rent. If it's not organized fraud, it's wild incompetence at best. Either way, never again.
  

  U-Haul International Inc

  Date: 08/22/2022

  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 fromTierra G

  Date: 08/19/2022

  1 star

  Tierra G

  Date: 08/19/2022

  I made a reservation for auto transport inside at a uhaul location. I explained how I would need someone there to assist me. Uhaul called the day before to confirm in which I confirmed with them that I needed someone there to help me. The lady reassured me that someone will be there to help. Well after driving 45 min away to a Uhaul that they wanted me to go to there was no one there to help. The location was a U Stor It place. Their employees was AMAZING! ********* went above and beyond to help me. She tried to get a Uhaul employee there to help but their manager told them no. I waited over 4 hours with a 2year old and no help from Uhaul. The person that was suppose to be there to help was ***** ***** the Regional manager. He told the employee that he would walk her through it which she had never done or for her to cancel my reservation. This was very unprofessional. I asked to speak to him to explain the situation. He told me he was not going to argue with me on the phone. U Stor It off duty manager (******) came to help. Uhaul did not care at all.
  

  U-Haul International Inc

  Date: 08/20/2022

  ************, We are sorry for the lack of service you were provided by our regional manager. I have forwarded the information you provided to our President for the regional office for further follow up and corrective action taken as needed. We want to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. Im happy to hear our dealer was able to help you. Thank you for your feedback. I hope you will allow U-Haul to serve you again in the future, I know we can do better.

• Review fromSamuel Y

  Date: 08/19/2022

  2 stars

  Samuel Y

  Date: 08/19/2022

  Reserved a ***** at the location ************************************************************************. We had access to the box listed for 3 days. Each day, we confirmed reservation of times to access the box. The first day, the path to the containers was blocked by trucks. The second day, the box wasn't pulled out of the warehouse for our reserved time. The third day, our box was gone. We were informed the box was shipped to a different location.First, the manager there tried telling us our access was up on the third day, when we had confirmed full access all three days. When asked what the issue was, he refused to give an answer, saying he didn't want to "dwell on the negative." When I told him that we had confirmed the access time the day prior, he then changed to saying it was a glitch in the system. The manager also mentioned this kind of thing happens all the time, yet they don't seem to confirm the system accepts an input. This is either a major IT issue with U-Haul systems or a very problematic work staff, as apparently at least 3 people in the office handled the processing, and not one caught the issue or has tried to prevent this from happening again. Everything was passed off, and no one took any kind of responsibility.Upon viewing other reviews of this location, there are apparently a lot of cases of issues with how this franchise is run.
  

  U-Haul International Inc

  Date: 08/21/2022

  Hello ******. I am terribly sorry for the issues with accessing your U-Box. Unfortunately, I was not able to locate the order using the information provided in the review. Please provide the name and email address listed on the rental so I can have the appropriate management team address this issue. I apologize again for the inconvenience this caused.

• Review fromKeith S

  Date: 08/16/2022

  1 star

  Keith S

  Date: 08/16/2022

  I saw that the average BBB rating for the UHAUL - **************************************************** is **** stars out of 5, and that was from almost 500 review ratings! Well let me add to it!!I drove up to the Propane Filling station and followed the orders on the sign to push the Button for the Buzzer. After 15 minutes of waiting, I went inside to find no other customers there and 3 employees behind the counter. The two older employees (1 man, 1 woman - about 50 years old) were working on computers and a young girl (about 20 years old) was sitting at a desk with one leg draped over it.I mentioned that their Buzzer must not be working and nobody responded. I then asked the girl for some help in getting propane. She went into the garage to ask the worker there to fill my propane tank and he said it would be about 15 minutes as he was busy.The girl told me if I didn't want to wait, I should go to Tractor Supply next door as they have propane as well.Simply amazing that my money is not important to that U-Haul site.Actually very sad....shame on the owners.
  

  U-Haul International Inc

  Date: 08/17/2022

  ********************, I apologize for the lack of service experienced at our U-Haul store in ******. I have directed the information to our GM for further review and corrective action as necessary. We appreciate your feedback.

• Review fromJamey K.

  Date: 08/16/2022

  1 star

  Jamey K.

  Date: 08/16/2022

  I rented a 10' truck on July 21, 2022 for a move on August *****, 2021. Two hours before I was supposed to pick up the truck on August 12 I missed a call from U-Haul in ******, **. He left a voicemail that they did not have a truck for me at my location. The man in the voicemail said but "luckily" they had another truck for me at another location 30+ minutes away. I called the ****** location and was told they just did not have the truck because it had not been returned... the time had been extended by the previous renter. When I passed the ****** location there were THREE 10' trucks on their lot. When I got to the new location 30 minutes away I learned they DID NOT have a 10' truck reserved for me. The person helping me at the alternate location stayed beyond their closing and negotiated a switch with another customer. The apartment we were ********************** to had a date and time scheduled for our move-in. There was no flexibility! I reserved the truck 22 days ahead of the move and 2 hours before pickup they tell me they do not have a truck. And the ****** U-Haul did not care at all.
  

  U-Haul International Inc

  Date: 08/17/2022

  I want to apologize for the inconvenience you experienced with your U-Haul transaction. I have directed the information you provided to our Traffic Manager for our ********* *************** for further follow up. You should receive a response from them soon. We appreciate your feedback.

  Jamey K.

  Date: 08/19/2022

  Thank you U-Haul for responding to my post and reaching out to me personally to discuss my rental.

• Review fromDavid C

  Date: 08/15/2022

  1 star

  David C

  Date: 08/15/2022

  I reserved a truck in *********** ** fort a 14ft truck several weeks in advance. A day before a manager called me and said that truck was not available and only one avail was a 26 ft 15 miles away. i told them i would pick it up at 1:30pm on a Saturday. When iarrived at the locvation on *********. ******, ** they were closed. on door it states open to 4pm. I called the number of the manager who called me late Friday and a girl answered she was rude and unprofessional as well. I spoke with area manager, he was also rude. as a paying customer, i should not have to deal ith ********************** s**** **** Arfea manager admitted to me they messed up with reservation and even told me that the 26ft truck and not moved since it waws brought to Vally ST. We had to wait an hour from when we arrived for area manager to supposly make us a key. The mileage on the truck he entered was incorrect. when I dropped truck off they noticed it and said the truck returnerd had lessa mileage on it then when we picked up. Guess manager can't even ay attention to have correct mileage on truck. LOL. Also was lied to women I spoke with, and area manager stated that this was only truck available which was a lie. I went by ********** Uhaul location and they had 4 rows of trucks all various sizes. Very shady business practices. Lack of leradership and very poor employees that are nasty and rude.,
  

  U-Haul International Inc

  Date: 08/16/2022

  ********************, I apologize for the inconvenience you experienced with your recent move. Our records indicate a full refund for the rental fee was issued back to your credit card for your inconvenience along with an apology from ****** **************** Please be assured the information you provided has been addressed with all involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. We appreciate your feedback.

• Review fromSpencer C

  Date: 08/14/2022

  1 star

  Spencer C

  Date: 08/14/2022

  I called to get a truck and they said uhaul pods would be the same price, so we went with there pods. 5 days before I was scheduled to get them, they called to confirm and go over location and cost. The cost was 4000$ higher than told on original schedule call. Had no choice, so had to go with them. The day before having them dropped off at our house we called to confirm and they told us they would not delivered to our area. We were in disbelief, they told us they dont know why the representative told us they delivered to our new town after they listened to our original phone call that they recorded. It cost us 4900$ more to have a local company go retrieve our belongings. Uhaul should be ashamed and investigated for this.
  

  U-Haul International Inc

  Date: 08/15/2022

  Our Traffic Manager for our ************************ spoke to ********************** on July 29th. His reservation was always set up as unload on site and was emailed to **********************. He was quoted a rate for delivery at the time reservation was made, however, ********************** never set it up. We helped him set up moving helpers and ********************** understood he would not be issued a refund for his move. We apologize for the inconvenience he experienced.

• Review fromscott M

  Date: 08/13/2022

  2 stars

  scott M

  Date: 08/13/2022

  I rented a 20' truck, for the weekend of Aug 6, 2022, I reserved the truck two weeks prior to Aug 6. UHaul stated that due to availability I would receive a call informing me where to pickup the truck. The day before pickup, UHaul called as promised. I was told the only truck they had for me was a 26' and it was 40 miles away. The UHaul rep said I would still be charged for the 20' rental. I picked up the truck and after I unloaded and returned the truck, I reviewed my ****. I was charged for the 26' truck. I called UHaul to inquired abut the mistake and I was told there was nothing in there notes. While I would agree, maybe I should have checked the statement prior to leaving the pickup location. I wouldn't think I should need to ask the rep on the phone if the notes have been entered properly. Upon calling UHaul after the fact, I was told I would receive a call from a manager, about the charges, within 48 to 72 hours. I never received a call. I tried contacting UHaul again but after an hour on hold I had to hang up. The rental and the move went well. The larger truck used more gas and I was charged about $100 more than I agreed to pay. The charges are my only complaint. UHaul needs better customer service practices.
  

  U-Haul International Inc

  Date: 08/15/2022

  ****************, We want to offer you our apology for the inconvenience you experienced with your recent U-Haul move. Our records indicate a refund for the difference in rates was issued back to your **** account on August 11th and will post to your credit card within the next 5 business days. We appreciate your feedback.