Complaints

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:06/07/2025

  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.

  Their equipment is acceptable, however their customer service is atrocious. They have one person working the desk to take in customers. But the line has over 10 people waiting. Their argument is that there's no other staff, if that's the case, what is management doing? On a Friday and weekends you'd think they'd be able to see trends in their data for when is peak time for customers and adjust their service accordingly, but they don't. They overcharged us at the time of purchase and because it was so busy, the person at the desk said to come back for the refund when we returned the equipment - I regret agreeing to this as again when we returned, there was only one person at the desk with over 10 people in line. I wish I could say I was exaggerating but I'm not. The location for this U-Haul is in ***********************************************************************************************I've now noticed so many people on ****** have claimed to be overcharged by this U-Haul! What is seriously going on, these people are stealing money and getting away with it without any ramifications!

  Business Response

  Date: 06/17/2025

  This did not happen at our location, customer states in his complaint that the location this happened at is in Brampton, Ontario. We are in Napa California-Uhaul dealer-single location

• Initial Complaint

  Date:06/01/2025

  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.

  i rented a 10 foot truck ($19.95 per day) for this location and purchased 15 dollar safemove coverage. I took the truck at 10:17 am and returned it around 6:34 PM same day drop the key in dropbox. But when i check my final bill they charge me $39.90 for rental and 30 dollar for safemove coverage. according to the bill my return time is showing at 8:54 AM next day. They are trying to steal my money, i guess you have gps or some sort of method that you can track what time your truck was returned. i called Uhaul many times but no response. Total disappointed about the service and customer service..

  Business Response

  Date: 06/17/2025

  This customer rented in ****** TX so I shouldn't be receiving this notice. I am a Uhaul dealer in *******. But looking at the customer's rental in our ******************** system verified by his phone #, the issue has already been resolved by that location in ***** and a refund of $38.44 was given on 6/5/2025

  Customer Answer

  Date: 06/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:05/27/2025

  Type:Billing 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.

  My wife, ******, and I rented a U-Haul truck last Monday in order to move to our new home. We paid for the rental as well as 50 miles of travel, of which we only traveled 48.5 miles. After we finished I went to a gas station located less than a block from U-Haul and put fuel in to bring the tank back to the same **** (1/4 tank) as it was when we got the truck. Now we are getting an invoice from U-Haul stating that we owe an additional $30 for a fuel service fee and a $23.38 fuel charge for 6 gallons of gas. If anything, they would owe us a slight credit which I was going to just dismiss due to it being just over $1

  Business Response

  Date: 06/10/2025

  In response to this complaint, we are unable to verify this customer's name or email because nothing shows at our location in the past 6 months for either of these 2 items. The phone# would be another way to verify this customer but the phone# listed is incomplete so we cannot verify this. Customer stated that they were charged in advance which Uhaul doesn't typically do, but there would be a hold on funds at dispatch. Then the rental is charged at the end. secondly, there is nowhere in our ********* area where gas has been less than $4.00 per gallon in at least 2-3 years but probably longer. I have no idea where this took place but pretty sure it was not at our particular location which is *******. We are just one location. I do not think they are complaining about us but would be willing to help settle this with some proof that this occurred at our location at ***************************** W., Napa CA

  Thank you, Moji-owner/Napa Marathon gas/Uhaul

  Customer Answer

  Date: 06/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and verify this is the incorrect location. I accept this response.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:05/24/2025

  Type:Order 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 UHaul pickup truck on May23, 2025. The fuel gauge showed full. I drove the truck 7 miles total. Just before returning the truck, I refilled the gas tank (at $2.959/gal), as instructed, at the station across the street. It took 3 gallons to refill it. When I pointed out that the fuel gauge is either broken or just too imprecise for this circumstance I was told there was nothing they could do and they showed me the clause in the contract which states, "Company does not reimburse Customer if U-Haul Vehicle is returned with more fuel than the amount at dispatch." It was a small amount of money, and this is just lousy customer service and a "gotcha" business practice. Note the contract also states if they do the fuel refill the, "customer agrees to pay a $4.25 per gallon convenience fee."So my issue is this is just poor management of a minor customer issue. The local office of a large company has been given no discretion in handling it. Not trusting the local manager to resolve this type of minor complaint speaks volumes about the company and its business practices. They didn't even have a customer complaint process at the local office. I've called the ***** number I found when looking up their arbitration agreement. Lot's of friction in the process for any unhappy customer. Buyer beware.

  Business Response

  Date: 06/10/2025

  We are in **********. This customer's address is in **************. We have no record of this customer at our location, or his name or phone# on file. If you look at the facts stated by the customer, there is nowhere in ********** that sells gas for $2.959 per gallon so I think it was not here that his problem took place

  Moji-Owner

  Napa Marathon/Uhaul

• Initial Complaint

  Date:04/04/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Well they are about a lying company for sure. I rented a truck. It was stolen. They ended up recovering the truck the day after it was due and I had spoke with an officer but this company went and filed a police report against ME knowing I had already filed A report in the town it was found. Unbelievable now I have to go and fight for my freedom bc the ***************** manager is not a person that can be trusted. But ******** police didnt do their due diligence and check into anything. Its just a big mess. Thanks a lot.

• Initial Complaint

  Date:03/14/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Unprofessional chat assistants that 1. didnt solve the problem, 2. complicated things with local customs and assumptions, 3. doubled down and were rude. Please request the chat logs, i have them.

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 reserved and paid for a 15 foot moving truck and car dolly on 2/27/25. It was for a one way move from North Carolina to Ohio. I am moving to Ohio in April and my son was available to take my household items up for me. He picked up the truck the day before the tow dolly and the truck was fine however when he got the tow dolly one of the straps was severely frayed. Even the person at the pickup location pointed it out. When we loaded the car onto the dolly the strap in question barely fit around the tire. I was in a panic because my son was going to drive across several steep mountain highways so I purchased an additional tow strap to attach to the vehicle and to the U-Haul truck. Thank God I did because an hour away from his location he went across a bridge and the strap came completely off the tire! He returned the truck and dolly on Sunday afternoon and the drop off location was closed. Monday morning I contacted Customer Service. The agent gave me his email address and asked for pictures which I provided. I did not receive a response Monday or Tuesday so on Wednesday I tried to email again to no avail. Thursday I called back to Customer Service and was given the phone number to the Regional Office Manager. He called me before I had a chance to call him. He also asked me to text him pictures which I did. I heard nothing from him Thursday afternoon and I called him again on Friday. I suggested that he check the condition with the drop off location and he told me that he would. I would have thought that would have been the first thing that was done considering it equipment was hazardous. It's now Friday night and I have heard nothing else.

• Initial Complaint

  Date:02/22/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 15foot uhaul to move a frined of mine from ************ in ************. I paid an initial deposit of $75. Because I thought I was only going about 35 miles. When I turned the truck in they charged me additional 50 miles over the estimate. I ****** mapped the miles and I did only 41 miles. I called and ****** answered the phone. I told him the situation and he said it's on their contract. I asked for the manager and said he was the manager which I know for a fact that he is not. I asked for the ***. He refused to give me his name or number. But I found him anyway. I called the *** *** ******* and he gave the same lie. The fact that they refused me and tried to explain away the theft and hide the management from proves that they have something to hide, and are running a scam.

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 filed a complaint about two of these trips before, but I specified that I wanted a full refund, not just a partial. The combination of all the issues that I went through warrants a complete refund for all trips. For the first reservation, they didn't include my dolly and they only offered a partial refund. For the second reservation, they didn't give me back my ID with the paperwork and they put it in a different lock box than they were supposed to. The most recent trip, which I now have a pending refund for, was by far the worst and most nightmarish experience. I arrived on 2/10/25 at 6 PM at the ******** location, an hour early. This is after being rescheduled from the ******* location. I had specifically told them I needed a dolly and they told me that this was a professional Uhaul location and they would have one. When I arrived, it took them 40 minutes to verify my driver's license and I had to call several times. Then the key was missing from the lock box and then when I got a replacement vehicle, it did not have a dolly again. The customer service **** were unhelpful. Everyone blamed some other person for what happened. No one took responsibility. I realized that the replacement vehicle did not have a dolly and I brought it back 8 minutes after taking the trip. I was advised by customer service not to close out the app. The next day I called for a full refund and the guy working at that location did not tell the whole story to the general manager and I only got a partial refund, which later was changed to a full one. Then I also got a notification that I did not return the vehicle. I had to call a dozen times to get this refund and to correct things, no one knew what is happening and everyone childishly pointed their finger at someone else. They also charged me after giving me a refund and I had to get another refund for that. This company is poorly organized and most employees have no clue as to what they are doing.

• Initial Complaint

  Date:02/02/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Jan 13, I attempted to rent a U-Haul truck to move my belongings from my home and when I added a driver that was helping me, his debt to U-Haul was added to my account and cause me to be unable to rent from U-Haul without the claim being paid. I have rented from U-Haul without issues and would like to continue to do so. I would like to have the driver removed/unlinked so I my continue using U-Haul as needed.