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Complaint Details
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Initial Complaint
07/03/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I reserved a van from U-Haul of Boulder online for the date of Saturday, 6/22/2024. The advertised price for this van was a day rate of $19.95, and mileage rate of $1.09 per mile. I declined all additional services when reserving this van. The van was reserved for a 6 hour period, 12pm - 6pm. Around 11:30am on the morning of the 22nd I received a call from the store informing me that they had moved my reservation from 12:00pm to 12:30pm. I arrived at the store shortly after 12pm, taking into consideration there may be complications. At the store, the manager informed me I would not be allowed to take the truck without paying $15 for the protection plan. Springing this extra charge on the day of a move is very shady, and does not leave people with the option to say no and look elsewhere. I had an obligation to be out of my previous apartment, and had to agree to the charge. I took the van right around 12:20pm, and confirmed the rental was for six hours, after paying $60.21 for the rental fee, estimated mileage, and "protection plan". Upon return to the store right around 6:30, U-Haul attempted to bill me an additional $76.05. This charge failed, as I had informed my bank not to allow charges from U-Haul after their sketchy behavior earlier that day. I'm glad I did, as they attempted to charge me an inflated $39.95 day fee for the rental, as well as $30 for the protection plan. Double what I had agreed to pay. Since then, they have also added a $30 "Late payment fee" to my invoice because of the time I have spent disputing this! I was able to speak with a U-Haul representative who offered (and provided) a $15 discount for the overbilling of the "protection plan", but was not willing to budge on the overbilling of the rental fee nor the late charge. At this time, as I have informed U-Haul, I am willing to pay an additional $22.70 (plus taxes) for a total of $82.91 for the $19.95 rental day rate, the $15 protection plan, and $47.96 accrued in mileage.
Business response
07/08/2024
July 8, 2024
BBB ID#: ********U-Haul Ref#: 4825523
Thank you for your concern for our customer, *********************.
***************************, Marketing Executive Assistant of *****************, followed up on the information ****** provided. The resolution is as follows:
$15 was refunded to the card ending in 8177 on 3 Jul and normally reflects within five business days. $15 was also removed from the promissory note. These two $15 transactions are to cover the $30 Safe move fee they were charged. All other charges remain as they are. The promissory notes current balance is $91.05. If ****** pays $61.05, the remaining portion can be waived. Payment can be made at *************************************************.
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
07/03/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I recently attempted to rent a U-Haul truck on 6/30/2024 and was told that I have an unpaid balance connected to my name due to a person that I do not know using my information when they rent equipment. I spoke with the **Alert team several times and they would not give me any information but telling me that my information and the person who owes money matches. This stopped me from being able to use U-Haul and I was told that I or the other person who owes need to pay the outstanding balance. U-Haul has the ability to look at my account as well as ********************** history to see that I have never owed anything to the company. I am being held responsible for a person I do not know who is using my information which is fraudulent activity yet U-Haul has nothing better to tell me than the balance needs to be paid. They would not give me any information besides the person's name which I have no relation or connection to. You can tell me that me and this other person has matching information in our contracts but you cannot tell me what the information is? So I cannot use U-Haul because the company has allowed a person to use information that does not belong to them. How is this possible when there is supposed to be a Live verification of customers? Furthermore, how is a person able to have a balance when our card information has to be entered when we are booking equipment? I am asking that U-Haul do what is right and remove me from any liability of a balance that my account clearly shows I do not owe and do what is needed to get the person who actually owes and is using my information. How does the company not have a policy against fraud and ways to handle these situations.Business response
07/11/2024
July 11, 2024
BBB ID#: ********U-Haul Ref#: 4846839
Thank you for your concern for our customer, *******************************.
*********************, eAlert Department Manager, followed up on the information ******** provided. The resolution is as follows:
******** only needs to be verified in the store through eAlert. Once we verify his ID, he can be removed from eAlert.
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
07/15/2024
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
07/03/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Date of the reservation was 6/28/2024 through 6/29/2024. I made a reservation through U-Haul for a 10foot truck and a trailer to move that I would pick up and drop off in **********, **. The quoted price was right around $130. I received a text from U-Haul's customer service number asking me to give them a call regarding my reservation at 7am on the 28th. I called around 7:15am. ******** (Regional Manager of ************) asked that rather than return my rental to **************, that I drive to *******, IA to drop the rental off at a location that would be open on Saturday so they could rent it again. I said I am willing to do that so long as the difference in mileage is reimbursed as I had to go 10+ miles out of my way to do this. They agreed and as a bonus, they lowered my mileage rate as a thank you. I go to pick up my rental on 6/28 and they inform me that it is still in the system to return to the original location. They said I will just have to call and verify. I go to return the rental on 6/29 as agreed to and call to verify. ******** provides me the address for the location in ******* and verifies that I am to take it there. I get to ******* and the location is closed so I call again and verify and she again verifies that I am at the correct location. Fast forward 2 days, I receive a call from local U-Haul saying they are going to check in my truck but it is making them charge me $270 extra for returning to the wrong location. I call Montique again. She says it is taken care of. The next day, I receive a receipt where I was charged $270 for wrong destination. I call again, she won't answer. I escalate and they don't answer. I am told there is no ETA on who to get ahold of. I escalated again today and still no ETA. The customer service is helpful but the management that created the problem and have the ability to fix it are no where to be found. Phone number to see my reservation and the notes that verify all that I have written is ************Business response
07/04/2024
July 4, 2024
BBB ID#: ********U-Haul Ref#: 4831314
Thank you for your concern for our customer, *************************.
***********************, ***************** President of Eastern Iowa, followed up on the information ***** provided, and sent the following email.
'***** My apologies for the confusion and inconvenience. Moving is very stressful and I am very sorry we added to that. I have issued a full refund of $311.37. U-haul processes refunds immediately but some banks can take up to 5 days to process the refund. Have a great 4th of July! -****'
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
07/08/2024
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
07/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Got a quote for 10 boxes to move me from ***** to *********. The quote included free storage for 1 month and $50/month per box thereafter. This contract states $60. After talking with help I was credited month free but nobody has changed my monthly rate. Am I allowed to back out of deal? I have a week left, why are they waiting to change it? Why was same day quote and order different numbers?Business response
07/04/2024
July 4, 2024
BBB ID#: ********U-Haul Ref#: 4839008
Thank you for your concern for our customer, ***********************************.
*****************************, Senior Agent Sales &Reservations, followed up on the information ****** provided. The resolution is as follows:
The monthly rental rate for the **Boxes was corrected to reflect the original quote of $49.95 per month per **Box.
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
07/03/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
6/11 I reserved a truck, 4 dozen moving pads and a dolly. 6/23 a UHaul rep contacted me to confirm my reservation and stated they had all the supplies in stock that were part of my reservation. When I showed up to the ************ location for my reservation on afternoon of 6/24 the location had none of the moving pads or the dolly I needed. I asked why they didnt call to alert me and was told it wasnt her problem she didnt have the supplies that the corporate office keeps doing this to her and she never has any of the supplies people reserve. I was told the nearest location that had the supplies I had reserved was over 100 miles away in **************. After nearly 3 hours of driving and over 100 miles to get the supplies I was forced to cancel my movers for the day and reschedule for the following day. Because of this last minute cancellation I was charged $1,260 from my moving company and was forced to delay my entire move by a full day. The ***** location also had a large dog in the office with lunged at and bit me leaving a bite **** on my hand. After leaving the ***** location with the moving truck I noticed the truck I had did not match the information on the paperwork I was given. When I called the ***** location I was told I needed to drive back to the location to change the paperwork. I was then charged a $52 fee for the small amount of gas I used to get back to the location to correct their paperwork mistake.I have now placed over 15 calls attempting to rectify the situation however no resolution has been met. I was told by 2 separate reps a $50 credit was being applied to my card within 3-5 business days however no credit was ever issued. I was told 4 separate times the area manager would contact me to go over my concerns however the area manager has ignored my attempts to contact them and refuses to return any of my calls. I would like a full refund for the amount of the truck and the $52 I was charged for the gas used to return to the location.Business response
07/04/2024
July 4, 2024
BBB ID#: ********U-Haul Ref#: 4828049
Thank you for your concern for our customer, *********************.
German ******* Area ***** Manager of *********,followed up on the information ****** provided and contacted them. The resolution is as follows:
$209.18 was refunded to the card ending in 2079 and normally reflects 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
07/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
on June 26, I was contacted by the local U-Haul office that there was an issue with my reservation and it needed to be Moved to another pick up location however the hours of operation did not work with my work schedule so I asked to call that place directly and was given the number .my original pick up place stated they could accommodate me it was just I would have to take the key from a lockbox. I then returned a call back to U-Haul and inform them of such information. June 26. I received a call stating again I needed to move my pick up location as there was not a truck available again called back to this local pick up and was told Uhaul double booked and chose to move me not the person behind me. I then called the other location and made a reservation and called back(6/26in afternoon )to U-Hauls number and stated my displeasure because now I would have to pick this vehicle up at noon, when I really didnt need it until 430 creating a two day charge. I was told by the representative who was supposedly making notes in the system that I was not to be charged for the second day nor would I be charged the $10 per day difference because I also had to take a larger vehicle , when I went to pay the bill, no notes were in the system and showed me that I only had a $10 credit and was actually showing two days charge for truck and Dolly . I have called there twice this week Monday and Tuesday and now again today wensday because I was told the supervisor needed to listen to the tapes and will get back to me by the end of the day -each day goes by and I dont hear from them . The person had conveniently just stepped away from their desk today and I have been charged for two full days of rental and dolly use according to my online card statement- charges should be ***** for truck 7$ for dolly -15$ insurance- and mileqage - coming to about 65-70$not 125$ place of pick up states nothing they could do to adjust and to call main numberBusiness response
07/04/2024
July 4, 2024
BBB ID#: ********U-Haul Ref#: 4838766
Thank you for your concern for our customer, *******************************.
***********************, Traffic Control Manager of ********,followed up on the information ***** provided. The resolution is as follows:
$34.51 was refunded on 3 Jul to the card ending in 0961 for the additional day charge and normally reflects within five business days. There was a $10 credit issued at the time of drop off to adjust for the truck rate.
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
07/04/2024
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
07/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I reserved a U-haul truck on June 23 for 24 hours. They updated my reservation TWICE giving a new location for pickup. The last update was 2 hours before my move and I had movers scheduled to be paid by the hour. They delayed my pickup by 3 hours!!! Then I went to the original location. They have me a truck and asked me to have it back by 2pm. I was in desperate need for a truck after being promised one, so I took it. I turned it in at 3:30 and was charged $63.05 for a late fee. I would like this refunded because I originally rented it in good faith for 24 hours and U-Haul changed my time without consent! I was charged $112.00 for 4hrs! A 10ft truck is $19.00 per day plus insurance and gas. Maybe $45.Business response
07/08/2024
July 8, 2024
BBB ID#: ********U-Haul Ref#: 4844833
Thank you for your concern for our customer, *******************.
***************************, ***************** President of *****************, followed up on the information *** provided. The resolution is as follows:
Refunded the additional day charge in the amount of $60.57. It was processed to the card ending in 0620 and normally reflects 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
07/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am utterly appalled by the negligence and irresponsibility demonstrated by U-Haul at their location on 61st and ****** in *****, ********. They recently rented a truck to an elderly woman in her 80s without conducting a proper inspection. The vehicle had clear and dangerous damage to the rim and sidewall of a tire, resulting in a bubble that could have caused a blowout at any moment.It is U-Haul's fundamental duty to ensure the safety and reliability of their vehicles before renting them out. This blatant oversight not only shows a complete lack of professionalism but also a reckless disregard for the safety of their customers. Allowing an elderly woman to drive a potentially hazardous vehicle is inexcusable and utterly shameful.To make matters worse, the delay waiting for roadside assistance to make the truck safe cost us over two hours of work time. U-Haul made no attempt to reimburse us for this lost time and, instead, tried to add additional charges. This incident underscores a systemic failure within U-Haul's operations, specifically at their 61st and ****** location. If they cannot perform basic safety checks, how can they be trusted with the well-being of their customers?********************** is putting lives in danger with their gross negligence, and such a company deserves to be boycotted until they take full responsibility for their actions and make significant improvements in their safety protocols. Stay away from U-Haul if you value your safety and the safety of your loved ones. This company has shown that they are not just careless but downright dangerous.Business response
07/08/2024
July 8, 2024
BBB ID#: ********U-Haul Ref#: 4845291
Thank you for your concern for our customer, ******************************************* ***************** President of Tulsa,followed up on the information Yurmi provided. The resolution is as follows:
The name on the BBB complaint does not match the customer or alternate contact on this contract however the phone number comes up with a different name (*****************************) as alternate contact on previous rental for this customer (*********************). *** called the listed number and left a message requesting a call back at ************.
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
07/02/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
U-Haul was supposed to deliver to my home 6 Uboxes, I received a txt that my Uboxes are ready for pickup, I schedule for movers through Uhauls Moving Help affliate, and paid for 6 Uboxes to be picked up and delivered to my house and to be unloaded, when the movers arrived to the U-Haul location only 5 Uboxes could be accounted for and the 6 seems to be missing, the movers picked up and unloaded the 5 available UBoxes and U-Haul informed me that they will work with Moving help and credit me back for the 6 UBox and when they locate the 6 missing Unix, they will help me with the price of contracting a mover for just one UBox to be delivered since the first box is the most expensive. I was credit $60 by U-Haul/Moving Help for the 6 missing UBox. Few days later U-Haul called me and mentioned that they found the sixth UBox and for me to contact Moving Help and schedule for a mover to pick up and deliver the Sixth UBox and if there is a difference in price U-Haul will work with Moving Help to credit me back any difference from the previous price that the initial mover was going to charge me which is $60. The new mover charged $160 for one box to be delivered, I called U-Haul (******) and informed him that there is a difference in price from the new mover ($160) to what I was credit back from the initial mover ($60), ****** mentioned he will do his best to work with moving help and get me the difference back since U-Haul lost my sixth box. It has been over 4 weeks now and U-Haul (******) keeps telling me that he will try to work with moving help to get me the credit back, I even mentioned to ****** to work with his manager on the credit and he said he would but so far nothing, I am tired of calling U-Haul once or twice a week and getting the same answer that they are trying, no one from U-Haul or moving help ever contacted me and I dont believe they will, I would like for BBB to help me get my $100 credit back as promised by U-HaulBusiness response
07/07/2024
July 7, 2024
BBB ID#: ********U-Haul Ref#: 4844634
Thank you for your concern for our customer, **** *****.
***************************, ***************** President of North ******* followed up on the information **** provided. The resolution is as follows:
***** called **** twice and left voicemails. A refund for $100.00 was submitted to the card ending in 6075 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
07/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
7/2/2024 To Whom it May ********* rented a U-Haul 10 box truck for 9am-6:45pm on June 26th. Upon arrival at 23rd st in ***, the truck was only filled with tank of gas.I was worried that we would not have enough gas to cover our day the entire time we had the truck. But did not have time to find a gas station before getting started since we were on the clock for elevator use in both buildings.After driving 3 miles and then loading the entire truck, we set out for the 5 miles to the new apartment, to discover that the trucks A/C barely worked. At 9am it wasnt apparent. At noon, and almost 100 degrees, it was brutal.After unloading, we set out to make a second trip. However, a warning light on the dash stated that there was an issue with the truck, which seemed to correlate with the fact that the truck was having having a difficult time shifting gears while in Drive.I made an attempt to pull over but quickly realized that I was in a bus only lane and decided to drive straight back to UHaul on 23rd in bumper to bumper traffic,as there was no safe place to pull over. Upon arrival, the manager on duty rudely suggested that the warning dash resulted from me driving at a high rate of speed while turning the wheel severely in one direction. In reality, I had likely never exceeded 20 MPH the entire day, and had never turned the wheel severely. I'm sure that U-Haul records support this account. He also suggested that I did not know how to drive properly, and must have been driving in manual. I was not. I have rented from U-Haul before, and have a perfect driving record since 1986.Business response
07/04/2024
July 4, 2024
BBB ID#: ********U-Haul Ref#: 4828208
Thank you for your concern for our customer, *****************************.
***********************, ***************** President of Manhattan Bronx, followed up on the information **** provided. The resolution is as follows:
A refund of $105.40 was submitted to the card ending in 6178 on 3 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
07/04/2024
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,
*****************************
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2,383 total complaints in the last 3 years.
689 complaints closed in the last 12 months.