Complaints

This profile includes complaints 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

  
• 

  U-Haul International Inc

  2727 N Central Ave Phoenix, AZ 85004-1120

  
• 

  U-Haul International Inc

  PO Box 21502 Phoenix, AZ 85036-1502

  
• 

  U-Haul International Inc

  16226 N 32nd St Phoenix, AZ 85032-3101

  
• 

  U-Haul Moving & Storage

  2516 4th Ave E Olympia, WA 98506-4823

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:05/06/2025

  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 two U-Haul boxes on July 5, 2024 under order number ********. I was quoted $26.65 per box by U-Hauls sales department on a recorded call. During the call, I was very clear to confirm with the sales representative that the rental rate quoted would be honored through the entire duration of my rental period. After the call, I received paperwork indicating a price that was much higher than what was quoted, at the rate of $79.95 per box. I immediately contacted customer service to address the error. The representative reviewed the call record, admitted the mistake, and corrected the charge via a refund to me, for the difference between the quoted price and the incorrect price plus tax, for 1 month of rental. The problem is the charge was only corrected for one month, not for the duration of my rental which was 4 months.I respectfully request that my rental and billing be reviewed and the incorrect charges refunded promptly (the difference between $79.95 and $26.65 plus tax for two boxes for three months).

  

  Business Response

  Date: 05/08/2025

  May 8, 2025
  
  BBB ID: ********
  ********************** Ref: 4850524
  
  Dear Ms. ********************* you for your concern for our customer Ms. *********************** *****, our U-Box Department Manager, followed up on the information Ms. ******** provided and sent her the following email in response:
  Hi Kira, 
  As mentioned in my voicemail, I want to apologize again for the miscommunication and confusion you experienced.
  After reviewing the calls, we confirmed that you were quoted a rate of $26.65 per U-Box container per month. To correct this, I have processed a refund of $346.23 to your card ending in 7083. You should see the refund reflected in your account within 35 business days, depending on your bank.
  If you have any questions or would like to speak with someone directly, please dont hesitate to call us at **************.
  Thank you for your patience and understanding.
  
  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.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International
  

  Customer Answer

  Date: 05/08/2025

  
  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

  Date:05/03/2025

  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.

  I rented a moving truck from U-Haul in ***************************************, on May 01, 2025, at 11:02 AM and returned it at 3:42 PM.Unfortunately, they have charged me double: $57 instead of $28.50. I tried to find a solution, but unfortunately, they did not return the extra charges, which will affect my budget, as we are living in a difficult financial ************ would be greatly appreciated if you could help me solve it.

  

  Business Response

  Date: 05/05/2025

  May 5, 2025
  
  BBB ID: ********
  ********************** Ref: 5273332
  
  Dear Ms. ********************* you for your concern for our customer, **** ****.
  
  Our records indicate refunds for $19.95 and $2.59 were issued back to the Master Card account listed on the ********************** contract.  Refunds can take 5 business days to post to the 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.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International

• Initial Complaint

  Date:05/01/2025

  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.

  On April 11th, I rented a U-Haul truck from the *********** Location in *******, ********* (******************). I picked up the truck before the location was open and when I got access to the vehicle at about 8:30 AM on the 11th I noticed that the check engine light was on so I took several photographs of the dashboard. The truck also did not have any of the dollies or furniture pads I ordered. The mileage when I picked it up was ****** miles, and it had a little over a quarter tank of gas in it. I returned the vehicle at about 7:30 PM and the returning mileage was ****** miles and at exactly a quarter tank of gas. I received my initial charge for renting, and then on April 12th was charged an additional $457.88 because they claimed the truck had a full tank of gas and I had driven 272 miles. They also charged me $94.50 for fuel that I did not use, because again, the gas tank was not full when I picked it up. I called customer service and filed a complaint April 12th and called again to see when I could see a refund. I provided three people with photographic evidence with time stamps of both the mileage and fuel levels. I received a voicemail from the Area Field Manager on April 15th that he had issued a refund for the incorrectly charged mileage, incorrect charge for fuel, and the missing equipment ($464.22). However, I have never received this refund. I have called customer service, and they told me they closed the complaint, so they re-opened it. Now the field manager emailed me saying the issued a refund but have no idea where they sent it. It has been almost three weeks since they claimed the refund was issued, but neither I nor my bank have any trace of this. I have made a concerted effort to work with U-Haul on this, but after several weeks of back on forth and claiming they sent a refund when they never did. Filing a claim to my bank requires a new debit card & 90 days, I've already waited 3 weeks so this is unacceptable and deceitful on U-Haul's part.

  

  Business Response

  Date: 05/02/2025

  May 2, 2025
  
  BBB ID: ********
  ********************** Ref: 5245099
  
  Dear Ms. ********************* you for your concern for our customer Ms. ******************* *****, our President for our Southwestern ********* and ************************* followed up on the information Ms. ****** provided.  He informed our office he left a message for Ms. ****** advising her of a refund for $464.22 he issued back to her Master Card 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.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International

• Initial Complaint

  Date:04/30/2025

  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.

  3/15/25 at 1018hrs I rented a Uhaul truck from ******* VT 3/17/25 at 0935hrs Returned the Truck to **************** (U-Haul ******* Fabrication) as agreed upon -While returning Female I returned vehicle to personally thanked us for cleaning out the truck as my wife was finishing sweeping out the vehicle. All of this during a HEAVY rain storm, numerous road closures due to flooding/washouts.3/21 ************ Stating owed $25 Cleaning Fee and $30 Late Fee (Total $55) Upon inspeciton the Bill was dated 3/18 1038hrs Immediately disputed the Bill.-Why was the bill created more than 24 hours after I returned? How can I trust that someone else didn't rent during that time?3/28 Attempted to Charge my credit card (I put card on hold)- 1836hrs $55 - 1924hrs $41.25 - 1947hrs $27.50 - 2009hrs $13.75 3/28 Online Chat explained issues and previous dispute. Told being escalated to ***************** Team" and would be contacted via e-mail within 3 business days Reference ID# ******* (I Do have Entire transcript of conversation)3/31 Attempted to charge card again (Card still on Hold)4/17 Attempted to charge card again (Card still on hold)4/18 Online chat again. Expressed still no contact from Uhaul. They stated "Area Field Manager went to location and it was dirty" I requested evidence. Told they sent "message to the area field manager" and to allow 3 Business days to be contacted. Expressed importance to have in writing and email is preferred contact, they confirmed. (I have entire transcript)4/30 Having STILL not had any contact from Uhaul I reached out to the Online chat again. Was given a phone number to contact again expressed importance of keeping it in writing. Stated it was being "escalate to upper management team" and will contact me within 72 hours. (I have entire transcript)I have included a .doc with timeline and transcripts of Online conversations.I have rented previously numerous times, first time returning to this location, first time EVER being charged fee

  

  Business Response

  Date: 05/02/2025

  May 2, 2025
  
  BBB ID: ********
  ********************** Ref: 5224489
  
  Dear Ms. ********************* you for your concern for our customer Mr. ********************* *****, our Executive Assistant for our ********************* and ************************ followed up on the information Mr. ***** provided and sent him the following email in response:
  Good afternoon ******, my name is ******* I work for the U-Haul **************** Your customer objection has been escalated to our office. I apologize for the negative customer experience you have had thus far. I do see that there was a cleaning fee charge applied to your contract upon return from our Saint ********* dealer. Looking at the contract this looks like it was not charged to your card at the time of return,but rather promissory noted. I believe this is why you are seeing miscellaneous charges as the system is attempting to collect the balance. I have reached out to our area field manager that covers that location for additional details regarding your concerns. If you could please confirm in the meantime that none of these charges have gone through (I see they have declined on our end so I just want to verify). Thank you!
  
  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.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International

• Initial Complaint

  Date:04/30/2025

  Type:Service or Repair 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.

  On April 16th at 5:07 am I received a notification from my bank stating that I had a charge from U-Haul Denton Shell in the amount of $293.75. I tried reaching out to the U haul in ******, MD regarding the charge because I did not place an order for a Uhaul at any location. They told me that someone returned the U haul. I asked for a refund back to my card because I didn't process the transaction. I have not received a refund back to my card and would like to get the refund applied back to my card and information behind the transaction to see who processed this transaction on my card.

  

  Business Response

  Date: 05/01/2025

  May 1, 2025
  
  BBB ID: ********
  ********************** Ref: 5270327
  
  Dear Ms. ********************* you for forwarding Mr.Dawsons concerns to our office.
  
  Mr. ****** will need to dispute the charge with his credit card company if he feels he has been charged in error or fraudulently.
  
  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.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International

• Initial Complaint

  Date:04/30/2025

  Type:Billing 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.

  This concerns storage rental. I rented a storage unit for three months and moved out on the 24th of April. I noticed a charge on my credit card on the 24th of April for rent on May. I called and was told the 22nd is the billing date for the next month. My complaint is: When I asked to be pro-rated for the two days, I was told we do not pro-rate. I read my contract and did see they do not pro-rate. I have NEVER done business with a company that doesn't pro-rate. This is a rip-off in the first degree and would like to see this practice stopped. If not for me, then for anyone else renting storage from U-Haul. This is a multi-million dollar company and I am pretty sure they don't need to rip-off their customers to survive.Sincerely,***** M

  

  Business Response

  Date: 05/02/2025

  May 2, 2025
  
  BBB ID: ********
  ********************** Ref: 5269322
  
  Dear Ms. ********************* you for your concern for our customer Mr. ***************** *******, our President for our ************************* followed up on the information Mr. **** provided.  He informed our office he left Mr. **** a message advising him of a refund for the amount paid and emailed him a copy of the receipt.
  
  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.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International

• Initial Complaint

  Date:04/29/2025

  Type:Service or Repair 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.

  0n 2/21/2025, I rented a moving truck with the request for unlimited mileage from the U-Haul location at *********************************************************************** At the time of the signing of the rental agreement the estimated charge of the rental was $ ****** and $ ****** was the deposit placed on my credit card. I returned the rental to the same location and subsequently I received a bill with a statement that $ ****** was previously paid and that ******** was owed in mileage charges. At the time of the rental I requested unlimited mileage. I subsequently rented a truck from ****** and drove it a similar distance and was charged $ ****** and was given a discount on this rate. It is unthinkable that I would rent a truck for personal use for such an exorbitant fee. I am disputing the mileage charge requested as I asked for unlimited mileage contract.

  

  Business Response

  Date: 05/01/2025

  May 1, 2025
  
  BBB ID: ********
  ********************** Ref: 5266053
  
  Dear Ms. ********************* you for your concern for our customer Ms. *************************** be advised we have never had a rental, one-way or in-town, that included unlimited mileage.  Ms. ************ rented a truck for in-town use at $39.95 per rental period and $1.79 per mile.  It was estimated she would travel 100 miles to complete the move.  Estimated total rental fee came to $286.99.  When the rental was completed and the contract was closed out, Ms. ************ had traveled ***** miles.  Mileage charge alone came to $2,822.83.  In March, ***** ****, our GM for our U-Haul Moving and Storage of **********, left a message for Ms.************ advising her the balance of the rental was put on a Promissory Note and that she could call him if she had further questions.  A refund for mileage will not be issued.
  
  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.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International

• Initial Complaint

  Date:04/29/2025

  Type:Sales and Advertising 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 couple units here and they didnt have a size that fit my needs so I had to get more than one unit. I attempted to rent two 10 x 20 units and one 5 x 10 and I ended up with 2 10x10 units and 3 5x10 units. Well, my units were due to be paid in the day that they were due. I was locked out of my units and uhaul attempted to have me trespassed. My dead sons belongs are in there, all of my clothes, all of my shoes, all of my pictures etc. Instead of charging me for the units that they showed that they have available online they were trying to charge me individually for each unit exceeding a price of $500 a month. The day that it was due, I was going to move my stuff out when I went to use my code. It did not work when I went up to my unit they had two locks on it.

  

  Business Response

  Date: 04/30/2025

  April 30, 2025
  
  BBB ID: ********
  ********************** Ref: 5268571
  
  Dear Ms. ********************* you for your concern for our customer ************************************* our President for our Northern ************************** followed up on the information Ms.******** *************** She informed our office Ms. ******** altered her information to gain one month free on multiple move ins.  She has been accessing the storage facility and cutting locks off the units.  The local police department has gotten involved investigating a theft.  Ms.Aveen-West spoke to Ms. ******** and advised her she is not allowed to go into our storage facility without making prior arrangements with our GM, **** *****.  Access will be granted at that time to remove her belongings regardless of the balance owed.  Ms. ******** admitted she committed fraud at least twice to obtain a storage room and now understands we will move forward with charges if she continues to commit theft and or fraud.
  
  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.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International

• Initial Complaint

  Date:04/27/2025

  Type:Billing 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.

  On 4/26/2025, we went to our storage unit # **** with UHaul in ********, *****, which we had initially rented on 4/1/2025 (under the circumstances described below).Yesterday, we were unable to access our things in our rented storage unit due to a faulty lock provided by UHaul in ********, ***** on 4/1/2025.Despite repeated efforts on 4/26/2025 to open the UHaul lock with the corresponding UHaul keys provided to us by UHaul on 4/1/2025, the UHaul provided lock failed to open. We were unable to access our personal *************** / assistance by UHaul staff on site was refused. We were blamed by management that we were at fault for breaking the lock.We were forced, coerced to call a locksmith. We waited for that locksmith in question in front of our storage unit for more than an hour.An employee of Onyx Locksmith in ********, ***** came to open the faulty UHaul lock provided by UHaul on 4/1/2025.We were charged US $ ****** by Onyx Locksmith to open the faulty UHaul lock, and to simply access our personal belongings. I am sure, you would agree that FREE STORAGE for one month looks different !!!The employee from Onyx Locksmith confirmed he was breaking faulty UHaul locks at that UHaul location in ********, ***** 2 - 3 times A WEEK. He added: UHaul customers were forced to use ********************** locks. Those who did not, were charged a fee of US $ *****. And if not using a locksmith, but breaking the lock themselves, UHaul customers were charged US $ 500 by ********************** *********We are herewith requesting that you are REFUNDING us the costs of $ ******. We are requesting a response by UHaul customer service.Sincerely,Dr. ******** ********-Paeffgen

  

  Business Response

  Date: 04/29/2025

  April 29, 2025
  
  BBB ID: ********
  ********************** Ref: 5242877
  
  Dear Ms. ********************* you for your concern for our customer ******** *****************.
  
  ***** *******, our President for our ********************** spoke to Ms. ***************** and advised her of a refund for the cost of the locksmith.  The refund for $175 was issued back to her Master Card account and 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.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International

• Initial Complaint

  Date:04/27/2025

  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.

  I reserved a Uhaul truck from a location close to my house and was notified the day before that it was moved to another location and was charged for the additional mileage. I have attempted to talk with the manager, ****** *******, in person and I also sent her an email but it has been over a week and did not receive a response. I also sent a text message to the company president, Kiya *****, and did not receive a response.I attached the email to this file and an explanation of my complaint.

  

  Business Response

  Date: 04/28/2025

  April 28, 2025
  
  BBB ID: ********
  ********************** ref: 5265164
  
  Dear Ms. ********************* you for your concern for our customer Mr. ****************** *****, our President for our Central ************************ followed up on the information Mr. ***** provided.  A message was left for Mr. ***** explaining why he was not compensated for miles.  ******** was advised at the time his reservation was made that his reservation was not scheduled, however, a local U-Haul representative would call him before 5:00 PM to get his agreement on and schedule available location, time and equipment.  Mr. ***** had to check mark a box when completing his reservation agreeing to the above. 
  
  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.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International