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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered a 5x8 trailer and was unable to pick it up for the dates listed. I had already paid the business but needed to be issues a refund. I called twice and was told that someone would contact me regarding the refund but I have received no contact from Uhaul about my refund or my order.
Business response
07/19/2024
July 19, 2024
BBB ID#: ********
********************** Ref#: 7870798
Dear ****************,
Thank you for your concern for our customer Ms. **** Actwood.
Our records indicate our Field Manager spoke to Ms. **** Actwood today and advised her of a refund for $163.50 back to her Discover account. The refund can take 5 business days to post to her credit card.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
*****************************
Executive Assistant
U-Haul InternationalCustomer response
07/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Jasmine Shed Actwood
Initial Complaint
07/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Before my uhaul u-box was shipped, I called to make a change to its destination (switched from ********* to **********). **************** gave me an address and confirmed the switch. However, there were discrepancies of where it was going on my uhaul app. I called again and was confirmed by customer service that it was in fact headed to **********. The u-box was wrongly shipped to *********. I called customer service and the ****************************************************** facility to get it correctly shipped to **********. It was shipped but I was charged for the extra shipping. I filed a CAF and was told this would be resolved in 72 hours. I received an email two weeks ago from ************************* from the **************** stating I would be reimbursed by corporate and notified. It has been two weeks and I have not been reimbursed the extra shipping cost for Uhauls admitted mistake.Business response
07/18/2024
July 18, 2024
BBB ID#: ********U-Haul Ref#: 4828538
Thank you for your concern for our customer, *******************************.
***************************, e-Floor Relief Manager, followed up on the information ******** provided. The resolution is as follows:
A refund of $1,610.00 was submitted to the card ending in 9505 on 18 July 2024. Refunds normally reflect on the card within five business days.
We apologize for any inconvenience.
Our customers are especially important to us,and we regret to hear of situations which cause problems for them. Thank you for bringing this matter to our attention and allowing us the opportunity to offer a response.
Sincerely,********************************;
Customer Care Team
U-Haul International
Customer response
07/21/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*******************************
Initial Complaint
07/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Rented a truck from Uhaul on 6/29/24 and returned the truck and rented a storage unit at the return location at 7/02/24 at 9:50 AM. When signing up for the storage unit and unloading the vehicle, we returned our keys and paperwork to the front desk employee, (the same employee that signed me up for autopay on my storage unit though I DID NOT check the autopay box), and took photos of the vehicle before leaving. Ive gotten calls on 7/3/24 & 7/5/24 asking when Id return the vehicle (which Id already returned the day before). I received 5 such calls, and told the rep the same thing each time. The location admits to having the truck its in their lot, just havent checked it in yet. fraudulent. Eventually the checked in the vehicle as returned on 7/10/24 and are attempting to charge me an extra day fee (laughable as i returned it early) as well as a plethora of other charges. I am a new storage customer, why make yourself untrustworthy for a few bucks? will never use again.Business response
07/18/2024
July 18, 2024
BBB ID#: ********U-Haul Ref#: 4867902
Thank you for your concern for our customer, *************************.
*********************, Traffic Control Manager of ******************, followed up on the information ***** provided, and sent the following email.
'Good Morning ******************, Thank you for sending us your concerns and I apologize about the inconvenience. I will be reaching out to the General Manager to go over what happened. I also reversed the amount that showed was owed and made it a $0 balance on this contract. An email receipt has been sent. If you have any questions or what to go over please feel free to reach me at ************. Thank you.
Our customers are especially important to us,and we regret to hear of situations which cause problems for them. Thank you for bringing this matter to our attention and allowing us the opportunity to offer a response.
Sincerely,********************************;
Customer Care Team
U-Haul International
Customer response
07/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I have received a receipt from the business that reverses the charges and zeros out my balance. I consider this complaint resolved.
Regards,
*************************
Initial Complaint
07/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I rented a U-haul pickup truck on 7/05/24. When I see that I'll need it for an extra day or 2, I'll call in and extend it. We'll, on today 7/15/24, my wife received a call from someone from the ***************** location in ******,AL stating that the truck was due 4 hours ago and that she was calling the police to report the truck stolen. My wife told her I was currently at work but there has been no issues with receiving payments from me. The person that called name was ***** or *****. She was very irate and unprofessional. When I called her and asked her to extend it she asked for the date, I told her the date. She told me she wasn't extending anything and hung up in face. That type of behavior should not be tolerated when speaking with customers. ( the reason I couldn't be reached is because whoever typed my contract up had 1 digit wrong with my phone number)Business response
07/19/2024
July 19, 2024
BBB ID#: ********
********************** Ref#: 4868911
Dear ****************,
Thank you for your concern for our customer ****************.
********************, our President for our South ************************ followed up on the information **************** provided. He informed our office he spoke with Mr. and ***************** and offered his apology for the rude treatment he experienced. **************** asked to extend the rental to today, which our GM will do. **************** assured our office training will be done with the staff locally to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
*****************************
Executive Assistant
U-Haul InternationalCustomer response
07/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*****************************
Initial Complaint
07/12/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I rented a Uhaul trailer on Monday 7/8/2024 in ******, ** with final destination *********, **. When traveling in ********, one of the tires of the trailer quite literally blew up, see picture for reference. We were fortunate to have a tire shop nearby that happened to have tires for the trailer; we thought we just needed one, but upon inspection of the remaining tires, we noticed another one that had surpassed the wear indicator, I attached another picture for reference. In such picture, you can see one side were the steel wires are protruding out of the tire, while the other side still has some thread depth, which is a sign that it had never been rotated. If that wasnt enough, the housing the covers the brake pads was lose in the rear right knuckle. One tire blowing up can be called bad luck, or accident, but two bad tires is blatant disregard for customer safety, and no attention to proper vehicle maintenance. Had the two tires blown up we couldve lost control of the vehicle and people could have been hurt. The trailer rental was nearly $900, plus the two tires that were $220; I personally feel I should be refunded the full amount I paid since I gave maintenance to the trailer that they cleared for travel, either due to ignorance or recklessness. From my side, I will never do business with U-haul again and will encourage everyone to do the same.Business response
07/17/2024
July 17, 2024
BBB ID#: *******
********************** Ref#: 4867352
Dear ****************,
Thank you for your concern for our customer ******************.
***********************, our President for our *********************************, followed up on the information ***************** provided. He informed our office a refund for $1,110.49 was issued back to Mr. ******** **** account, as requested. The refund can take 5 business days to post to his credit card.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
*****************************
Executive Assistant
U-Haul InternationalCustomer response
07/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***************************
Initial Complaint
07/12/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
See uploaded document.Business response
07/17/2024
July 17, 2024
BBB ID#: ********
********************** Ref#: 4849175
Dear ****************,
Thank you for your concern for our customer ********************.
*******************, our President for our *************************** followed up on the information ****************** provided. He informed our office he spoke to ******************** and offered his apology for the inconvenience he experienced. A refund for an additional $100 was issued back to ******************** American Express account in the interest of customer good faith. The refund can take 5 business days to post to his credit card.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
*****************************
Executive Assistant
U-Haul InternationalCustomer response
07/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*****************************
Initial Complaint
07/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
This is for the Causeway location in ********, LA but they are not listed on the BBB.I had an appointment scheduled on July 10th for a hitch and bike trailer. At the time I made the appointment I was told that my card would not be charged until the work was done. I asked several times and the lady on the phone confirmed this. I called today four times to cancel the appointment and no one answered the phone. Finally, tonight the phone rolled to the corporate office and they cancelled the order. However, my card was charged. I want the amount refunded as I did not authorize this charge.Business response
07/09/2024
July 9, 2024
BBB ID#: ********U-Haul Ref#: 4855379
Thank you for your concern for our customer, *****************************.
I followed up on the information ****** provided. The resolution is as follows:
A refund for $95.71 had already been issued to the card ending in 7810 on 8 Jul 2024; when the reservation was cancelled. Refunds normally reflect on the card within five business days.
We apologize for any inconvenience.
Our customers are especially important to us, and we regret to hear of situations which cause problems for them. Thank you for bringing this matter to our attention and allowing us the opportunity to offer a response.
Sincerely,********************************;
Customer Care Team
U-Haul International
Initial Complaint
07/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This is the second time that UHAUL has not upheld their reservation promise. I first reserved a 15 foot truck for pickup on 6/26/24. I was informed the day before they didn't have a 15 foot. They had a 10. It didn't fit all of our things. So we had to make a second trip. 10 hours of additional driving round trip that should not have been necessary. The second truck was no comp'd like originally promised by ******************* at the ***************************** location. I had to pay another $300. Whatever. I just need to get my stuff to *******. I get a text one day before the second reservation (set for pickup on 7/6/24) that the pickup location has been moved 40 miles from my home. I have called customer service and been put on hold and subsequently hung up on twice. At this point, I am seeking compensation. A refund of half the original reservation ($409/2= $204.50) is fair to me for all of the hoops I have had to jump through with your company, and the fact that I still don't have a way to move all of my belongings, must scramble.Business response
07/09/2024
July 9, 2024
BBB ID#: ********U-Haul Ref#: 4848960
Thank you for your concern for our customer, *********************.
***************, ***************** President of Central Alabama, followed up on the information ***** provided. The resolution is as follows:
For the inconvenience of the truck size being changed, a Reservation Guarantee credit of $50.00 was submitted to the card ending in 9984 on 5 July 2024. Refunds normally reflect on the card within five business days.
We apologize for any inconvenience.
Our customers are especially important to us,and we regret to hear of situations which cause problems for them. Thank you for bringing this matter to our attention and allowing us the opportunity to offer a response.
Sincerely,********************************;
Customer Care Team
U-Haul International
Initial Complaint
07/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Reserved a trailer for pick up at a dealer that had available trailers within blocks of where I needed it. Uhaul changed the pick up location to 24 miles, 30 mins one way to pick up.. making it 48 miles round trip and over an hour of my time.. drop off was made for three blocks away, uhaul agai. Changed drop off to 20 miles away 26 mins total of 52 miles and another hour of my time.. I get 10 miles a gallon so 9 gallons at $4.50 = over $40 in gas. Plus 2 hours of my time.. excuse made was the trailers are coded of in town vices long distance.. and the drop off yard has a city ordnance not to allow or have to many pieces... the drop off yard literally has 2 pieces... usually 20.. I am requesting reimbursement of $200 to cover my gas, wear and tear on my vehicle and my time... and for their policies to be updated to match the current day in age... spoke with the local location... they stated they are doing it so their corporate stores get the credit and not the independent dealers. This is NOT customer service friendly!!!Business response
07/10/2024
July 10, 2024
BBB ID#: ********U-Haul Ref#: 4852135
Thank you for your concern for our customer, *********************************.
*******************, Area Field Manager of **************, followed up on the information ****** provided. The resolution is as follows:
For the inconvenience, a refund of $100.01 was submitted to the card ending in 0340 on 9 July 2024. Refunds normally reflect on the card within five business days.
We apologize for any inconvenience.
Our customers are especially important to us,and we regret to hear of situations which cause problems for them. Thank you for bringing this matter to our attention and allowing us the opportunity to offer a response.
Sincerely,********************************;
Customer Care Team
U-Haul International
Initial Complaint
07/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered two UBoxes to be picked up in ******, ** on June *************************** **********, ** on June 29. They were successfully picked up. On the delivery date in **********, I received a text saying that my boxes were going to be late and to reply to the text with any questions as to ETA. I replied to the text asking for an updated ETA and was told that that office wouldnt open until Monday. I called UHaul corporate to see if there was any information they could give me, and they said I had to wait till Monday. On Monday, I got in touch with that office via text and simply got we are awaiting word from the carrier for the entire day. I asked to be escalated to a manager. I then called UHaul corporate back, and they said that my boxes would be delivered the next morning. I then booked last minute movers in order to pick up the box. The next morning, I called UHaul to confirm that my boxes were ready for the movers, I was put on hold then told several times that my boxes were ready. I then got a call back about twenty minutes later saying there was a miscommunication and my boxes werent there and they werent sure when they would be. I then continued to text the number, and they said the carrier was expecting to deliver by end of day Tuesday or Wednesday morning. When I hadnt heard anything by Wednesday morning, I contacted them and they said theyre on track for your delivery date which made no sense. Then I was told theyd be at my location by 3:00. Once 3:00 came with no word, they said that the carrier had run into mechanical issues, and wouldnt be able to deliver until later that night if UHaul in ********** could stay open a bit late. This morning I call, and my boxes are not in ********** and the UHaul had stayed open a full hour late. I have not received word where my boxes are. My entire life is in there. I would like the rest of my bill waived in full and to be refunded what I already paid.Business response
07/07/2024
July 7, 2024
BBB ID#: ********U-Haul Ref#: 4848234
Thank you for your concern for our customer, *************************.
*******************, **Box Program Manager, followed up on the information ******* provided. The resolution is as follows:
Because of the extremely late arrival, a refund of $25.00 was submitted to the card ending in 6670 on 5 July 2024. Refunds normally reflect on the card within five business days. U-Haul also paid the **Box shipping fee for the customer in the amount of $1,577.00.
We apologize for any inconvenience.
Our customers are especially important to us,and we regret to hear of situations which cause problems for them. Thank you for bringing this matter to our attention and allowing us the opportunity to offer a response.
Sincerely,********************************;
Customer Care Team
U-Haul International
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2,383 total complaints in the last 3 years.
689 complaints closed in the last 12 months.