ComplaintsforU-Haul International Inc

• Initial Complaint

  07/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This business is only a UHaul dealer. I returned a trailer at 12:00pm on Saturday July 24th at this location. It was due back by 4:00pm. It was 4 hours early. I returned it to an employee that helped meremove it from my truck. Later that evening, I got an email that the ticket was actually closed at 6:19pm. This caused it to be overdue and I got billed for an extra day ($29.82). When I called back on Monday to ask about the ****, I man answered the phone and told me that he couldn't help me and that someone from UHaul would call me back. I called back later that evening and spoke to a guy who would not give me his name. He told me to call him back in 15 minutes. I did and he told me that he couldn't refund my ****. When I asked why the ticket got closed out so late, he told me because he wasn't there when I returned it and he closed it when he got back in. (Not when I returned it). Then he told me to call UHaul and told me not to "cry" over $29 and hung up on me.

  

  Business response

  07/28/2021

  July 28, 2021
  
  BBB ID#: ********
  ********************** Ref#: 3303519
  
  Thank you for your concern forour customer ********************.
  
  Our records indicate a refund for$29.82 was issued back to ************* **** account on July 26th for the extra day charge.  The refundshould post on his next credit card statement. 
  
  Our customers are very important to usand we regret to hear of situations that cause problems for them. Thank you forbringing this matter to our attention and allowing us to offer a response.
  
  Sincerely,
  *****************************
  Executive Assistant
  U-Haul International

• Initial Complaint

  07/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I rented a trailer from uhaul i have the receipt it was 164 dollars they charged me double and i payed ************************************************************************************************** the money back and thats highway robbery

  

  Business response

  07/28/2021

  July 28, 2021
  
  BBB ID#: ********
  ********************** Ref#: 3300169
  
  Thank you for your concern forour customer ******************.
  
  *************************************, a Senior CustomerService Agent, followed up on the information ****************** provided and correspondedwith him by email.  She offered herapology for any confusion he experienced and explained the hold for $134 whenhe first picked up the auto-transport should drop within 5 business days.  The only actual charge applied to **************** account is $202.07 for the rental, which includes $164.85 for the 3-dayrental, $24 for Safetow Protection and $13.22 for tax.
  
  Our customers are very important to usand we regret to hear of situations that cause problems for them. Thank you forbringing this matter to our attention and allowing us to offer a response.
  
  Sincerely,
  *****************************
  Executive Assistant
  U-Haul International

  Customer response

  07/30/2021

  
  
  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

  07/26/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  For 1 week I have been trying to reach UHaul to get an breakdown of my invoice. Trying to reach a customer service agent on the phone is near impossible. I have tried 3 times with an average wait time of 60 + minutes. In each case I hung up after 60 minutes. I have written multiple emails, and all I get back is a template reply, "thank you for your inquiry" I emailed the corporate office asking for assistance.I also need the receipt for my box purchase, I need that to return the unused boxes. The selling agent did not provide a receipt nor inform me that without the receipt I cannot return the boxes, The boxes as still in the original UHaul wrapping. And have in big letters Buy Back Guarantee All of the above have resulted in zero results.

  

  Business response

  07/27/2021

  July 27, 2021
  
  BBB ID#: ********
  ********************** Ref#: 3292012
  
  Thank you for your concern forour customer ********************.
  
  *************************, our Area Field Managerfor our ***** Regional Office, followed up on the information *************************** He informed our office hespoke to ******************** and addressed his concerns.  ************ advised him of a refund for$1,425 for the difference in rates and the unused boxes.  The refund should post on his next **** creditcard statement.
  
  Our customers are very important to usand we regret to hear of situations that cause problems for them. Thank you forbringing this matter to our attention and allowing us to offer a response.
  
  Sincerely,
  *****************************
  Executive Assistant
  U-Haul International

  Customer response

  07/28/2021

  Hello BBB and thank you.  I spoke with ************ with UHaul, we are 90% resolved.  I am waiting on a follow up phone call from him, regarding an adjustment to my charges for the sales tax. 

  I was charged $ ****** (9%) on the original charge of $ 4006.00

   

  ************ has corrected the balance by $ 1225.00.  The sales tax on the new balance would be $ ******.

  The math is $ ****** less $ ****** = $ ******

   

  Based upon my conversation with ************, I expect a phone call today confirming the $ ****** credit on my credit card.  When I have that confirmation, I will be good to go with UHaul.

   

  Thank you

  ***************************

  ************

  

  Business response

  08/04/2021

  August 4, 2021
  
  BBB ID#: ********
  ********************** Ref#: 3292012
  
  Thank you for your continuedconcern for our customer ********************.
  
  Ben Shock, our President for ourCentral ******* Regional Office, reviewed ************* recent comments.  He informed our office he spoke to ******************* and advised him of a supplemental refund for $100 that he issued backto his **** account on July 30th.  The supplemental refund should post on his next credit card statement.
  
  We continueto be committed to providing our customers with the highest standards ofservice in the do-it-yourself moving industry.  Thank you for bringing this matter to our attention and allowing us tooffer another response.
  
  Sincerely,
  *****************************
  ExecutiveAssistant
  U-HaulInternational

  Customer response

  08/16/2021

  
  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

  07/26/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On July 21st 2021 I went to UHaul because I made a reservation with no issues the night prior. When I arrived at around 12:45 pm I gave them my credit card information and was ready to rent the truck because I was moving from my apartment to my girlfriends house. They asked me for my phone number, I gave it to them and then they asked for an alternative number. There was no reason for another phone number because I wasnt adding anyone as an extra driver. My friend was with me and gave them his number. Apparently a eAlert came up and I had to call the corporate office because there was an issue and I couldnt rent the truck for some reason. My friends phone number flagged the system and he had a past due balance of $400 but they said I wouldnt be able to rent unless $200 was paid to settle his account. Basically they tried to extort me out of $200 at a vulnerable, stressful moment moving. My friend paid. How is this a legal business practice? Causing extra stress and extortion.

  

  Business response

  07/29/2021

  July 29, 2021
  
  BBB ID#: ********
  ********************** Ref#: 3307335
  
  Thank you for your concern forour customer ****************.
  
  Please be advised, after ourresearch of *********** concerns, his alternate contact was on eAlert, meaninghe had a past balance owed to U-Haul, and was present at the time of ***********rental.  An alternate contact persons informationis taken as part of our ******************** needed on every rental.  An eAlert holder cannot take part or benefitfrom a rental until the issue is settled.  Proper procedures were followed before releasing the rental equipment toMr. ******.  We reserve the right torefuse a rental when the eAlert holder is present and will take part in therental.  
  
  Our customers are very important to usand we regret to hear of situations that cause problems for them. Thank you forbringing this matter to our attention and allowing us to offer a response.
  
  Sincerely,
  *****************************
  Executive Assistant
  U-Haul International

*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. ↩