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 Moving Center

  124 Skyland Blvd Tuscaloosa, AL 35405

• 

  U-Haul Moving & Storage

  8805 N. Division Spokane, WA 99207

• 

  U-Haul Co.

  3815 28th St SE Grand Rapids, MI 49512-1803

• 

  U-Haul

  1301 Monticello Avenue Norfolk, VA 23510

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:04/09/2025

  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.

  Your branch manage at *****************************************************************. Continuously called my clients and told them I owe her money and they should cancel. She's also has given out personal information to employees and temp workers about my account balances. This has gotten to the point of harassment defamation and slander and it is not proper for managers of UHUAL TO give random people my person I formation balances. And calling customers to inform them I have debt and to cancel order should be a FIREABLE offense. By the way I don't owe any debt. Even today she started to tell my freight driver that I used to owe them. If she can't handle customer information then she needs to be trained and or fired. Unacceptable as of now I don't see a big push to sue yet. But something has to change. She's been doing this for a year.

  

  Business Response

  Date: 04/11/2025

  April 11,2025
  
  BBB ID:23184211
  **********************************
  
  Dear Ms.*******,
  
  Thank you for your concern for our customer *** ******************* *******, our President for our Portland Regional Office,followed up on the information *** ****** provided.  He informed our office *** ****** went into our U-Haul store and spoke to our GM, ***** ******.  *** ****** advised *** ******* his concerns were resolved with Ms. ****************** 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:04/09/2025

  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.

  uhaul is a great company we do lot of business with uhaul i wish they have better HR Team To Hire Right People special the General Manager The ** At Location ************************************ ****** ******* is completely racist yes he is ,he treat me so bad for no valid reason also he give you that ugly look and bad **** like he hate you i swer i never had anyone treat me like this he should be invested He say he is the son of the boss in uhaul yes son of boss so is this uhaul is family own company ?he has lot off issue like y do i rent truck frequently ?y do i rent for 24 hour and bring back early ?i mean you name it he has so many personal problem he wat to spill on you and make business difficult.i am requested to the higher level management to step into this issue and change this guy asap before company get sued and more people get treated wrong way

  

  Business Response

  Date: 04/11/2025

  April 11, 2025
  
  BBB ID: ********
  ********************** Ref: 5241608
  
  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 spoke to Mr. ***** and addressed his concerns. A refund for $300 was issued back to his **** account for the issues he experienced.  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.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International

• Initial Complaint

  Date:04/09/2025

  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.

  My family and I are moving. The Uhaul in our current town (******, **) asked us to bring a trailer along with the truck we rented for $50 off. We left on 4/6 and confirmed we had the Uhaul truck and trailer until the following Wednesday (4/9). We have a signed document saying it was due back Wednesday. I attached it to this submission.On Tuesday (4/8), ****** at the ************ Uhaul location began calling my husband and I both. She claimed at different points that she was the owner. She called me saying that the Uhaul was due back at 8:30 AM Tuesday. She was upset and began telling me that she has someone there today who wants it. I told her that we had it until the following day and she continued to lament to me, someone two states away.She then called my husband numerous times and threatened to call the police if we do not return it today. On the phone, she accused my husband of stealing it. I did attach the screenshots of this text conversation. It was multimodal harassment.The Uhaul customer service people were appalled at the texts that ****** sent to my husband. They admitted it was their error. This particular employee is unhinged, unethical, and her anger was seriously misplaced. I can say that the customer service at ******************** corporate has been very helpful throughout this ordeal.I would like a refund due to the unwarranted harassment both my husband and I received today from ******, the owner of the South Ankeny Uhaul Storage Units. She is still texting him now saying that corporate messed up, not her. I do not wish to ever communicate with her directly again. Any help with this unreal situation is greatly appreciated.

  

  Business Response

  Date: 04/16/2025

  April 16, 2025
  
  BBB ID: ********
  ********************** Ref: 5246698
  
  Dear Ms. ********************* you for your concern for our customers, ***** and ******* *****.
  
  ***** ******, our President for our Western ********************* followed up on the information Mrs. ***** provided.  She informed our office ****************** concerns were addressed and resolved with them last week.  Refunds for the rental were issued to their **** account, as well as for their storage, for the situation they experienced.  Refunds can take 5 business days to post to their 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:04/08/2025

  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 truck on 4/4/25. immediately when I went to go pick up the truck at 6 AM there was no one present to instruct me how to get the keys the truck nor did anybody call prior to that date to give me instructions to get the truck at around 7:15 AM I was able get a hold of **************** and get into the vehicle upon inspection. The vehicle was dirty. I had chunks of grass in the bumper. The back had not been cleaned out the front driver side a blanket on the floor along with dirt throughout the vehicle after bringing the vehicle to my house and loading it and starting to drive Inoticed that the steering wheel was turned all the way to the left and the 26 foot truck did not have a proper alignment furthermore, when breaking it took 30 to ************************************************************************************************************************************* to roadside assistance and after roadside assistance, said there was nothing they could do except give me another truck,which wasnt available on that size. They told me to call **************** back, which I did. The gentleman told me he had documented everything for a compensation in the return the vehicle as soon as possible after the truck is unloaded. The truck is return approximately at 7 PM I was told that Regional Manager would reach out to me shortly upon returning the truck through the app. I answered the questions if the truck was clean or malfunctioning in an honest manner, this led to more charges being added to the account so I did not process the check out process. I called **************** again and I was instructed to lock the doors and put the keys in the dropbox without fully checking out and to call the regional office at 7 AM the next morning when I called the regional office at 7 AM next morning, they said there was nothing they can do for me and that **** ****** would reach out **** credited $50 without speaking to me and said the next renters did not have a problem

  

  Business Response

  Date: 04/09/2025

  April 9, 2025
  
  BBB ID: ********
  ********************** Ref: 5234908
  
  Dear Ms. ********************* you for your concern for our customer Mr. *************************** *****, our Field Manager for our Eastern New ********************* followed up on the information Mr. ******* provided.  In an effort to bring closure, a refund for half his rental has been refunded back to ********************** account.  Refunds 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.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International

  Customer Answer

  Date: 04/09/2025

  
  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:04/07/2025

  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.

  I have been a great customer of ********************** and have rented from them for many years. On April 6th 2025, I asked someone to help me move a few items and because there was a chance they may drive the rented uhaul truck, I wanted to add him as a driver on my account just for that day, when we almost completed the uhaul rental transaction, the uhaul representative informed me that there had been an e alert issued in my account and I couldn't rent the truck. I called the e alert team at uhaul and they informed me that the person I was adding as a driver owned a huge uhaul bill and because he's "linked" to my account,, they must have to pay the bill before I could ever rent a truck from uhaul again in the future. Now how is it fair for me to be penalized by uhaul for something I had to control over? Why are my being in a way asked to be responsible for having someone pay their uhaul bill before I can be able to rent again at uhaul despite my almost 5 years of good working relationships with uhaul? This policy totally no fair and it descrimates against people of good faith. I want uhaul to please disassociate me from this person owing them money and to remove the e alerts from my account and let me resume my good business relationship with uhaul..

  

  Business Response

  Date: 04/08/2025

  April 8, 2025
  
  BBB ID: ********
  ********************** Ref: 5240520
  
  Dear Ms. ********************* you for your concern for our customer Mr. ********************** *****, an eAlert agent,followed up on the information Mr. ****** provided.  She informed our office she contacted Mr.****** and explained how our eAlert linking policy works.  We have removed Mr. ****** from eAlert at this time.
  
  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:04/07/2025

  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.

  I rented a trailer from U-Haul from 3/14/25 to 3/20/25. I was provided with an equipment contract that stated my total charges would be $197.70. The trailer was due back to U-Haul on 3/2025 by 3:15pm to avoid additional charges. This is documented on my U-Haul contract (hand written by the employee who assisted me). I returned the trailer at 2:57pm. However, I later received an emailed statement that U-Haul charged me an additional $44.48 for an extra day ($242.18 total) even though I fulfilled my contractual obligation to return it by 3:15pm. I called to talk to a manager at that location (*****), who said U-Haul would refund the $44.48 back to my credit card. To date, I have not received a refund.

  

  Business Response

  Date: 04/08/2025

  April 8, 2025
  
  BBB ID: ********
  ********************** Ref: 5214440
  
  Dear Ms. ********************* you for your concern for our customer Mr. ************************** ******, our President for our ********************* **************** followed up on the information *************** provided and sent him the following email in response:
  Mr. ************ I apologize for the delay. A refund has been submitted in the amount of $47.25. Please allow 3-5 business days for your card/account to reflect this. You should have received an email receipt of the transaction. Let me know if there is anything I can help you with. Thank you for your business and again I apologize for any inconvenience. Thank you, ******************************* President U-Haul of ********************* ************
  
  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:04/07/2025

  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.

  My fianc and I went to rent a van there and the guy who rented to us told it its the $19.95 a day plus a certain amount per mile for the van. We pre paid for miles and let him know if we exceed we will pay the difference. When we returned we got hit with an almost $600 bill for all these other charges we werent told about when we even asked. Or card keeps getting charged all these random amounts and the last was this weekend for $360 and change. We want this to be refunded to ******* because we paid what we were told we would have to pay and were not paying ANYTHING extra. *** not our fault the guy who rented to us didnt give us accurate information. This is totally frustrating.

  

  Business Response

  Date: 04/16/2025

  April 16, 2025
  
  BBB ID: ********
  ********************** Ref: 5246600
  
  Dear Ms. ********************* you for your concern for our customer Ms. ******************** ****, our Executive Assistant for our ****************** **************** followed up on the information Ms.******* *************** She informed our office, her and our GM left messages for *************************** advised Ms. ******* she looked over the charges and they appear to be correct. She sent the receipt to Ms. ******* and provided her with her call back number if she had questions.
  
  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:04/07/2025

  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.

  When renting a moving truck from Uhaul they have a promotion that you get a month's free storage unit. I rented a vehicle on and returned the vehicle on March 11th and got a storage unit. No problem. Today I returned the vehicle after calling them last week before picking up the truck and asked them If I would need to put the truck in my father in laws name to get the same promotion since I already have a unit and I am moving his things this time. They said that I would not be able to extend the unit that I currently have but they would give me another unit that I could move things into. I asked if there was a way to just extend the current unit I have rather than move the items and they said no. I obtained a text on 4/5/25 at 8:12 saying, "Our U-Haul rental qualifies you for 1-month free storage. Call ************, stop by, or move in online via our U - haul app. Its quick and easy see you soon! When I got there they refused to give me a unit. I honored their prior notification that they couldn't extend my current storage unit but they refused to give me a new one from the second truck I rented when they told me they would and I have a text saying it qualifies for one.

  

  Business Response

  Date: 04/14/2025

  April 14, 2025
  
  BBB ID: ********
  ********************** Ref: 5246587
  
  Dear Ms. ********************* you for your concern for our customer Mr. ***************** records indicate Mr. ***** was given a free month of storage from March 11, 2025- April 10, 2025.  Our one-month free storage policy does not apply to existing storage rental units and can only be applied to the first month on a unit.  However, due to a misunderstanding, an exception was made and Mr. ***** was given another free month from April 11, 2025-May 10, 2025. 
  
  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:04/06/2025

  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.

  My husband and I reserved a 26' uhaul van and shortly into our reservation uhaul called and requested that we drop off the vehicle at a different location from the orsinal intended because they would like tk spread our their equipment more. So we agreed to the slight inconvenience. However when returning the vehicle the lication we were turning it in tk was a 3rd party dealer and quite rude and disrespectful when they called me just to scream at me then hang up in my face while i was teying to talk the whole argument was over the fact that their uhaul return key drop box was on the clear other side of the building where we sisnt clearly see it theres alot of the next business over cars that were blockung that area and this dealer was just not trying to hear anything i had to say as he said "if you would have just looked at the building you would have seen it" well obviously I did and didnt see it and they were closed when we were to turn it in so there was their buisiness box with a lock where we turned it in at and i recorded it to make sure. Then after he hung up a whole hour later he texted my phone just to prove a point I blocked the number and I've contacted uhaul various times on this coplaint and received no response so the fact that this man still had access to my information as he wishes and be rude and disrespectful is not ok us being military uhaul is something we use a lot when PCSing and never received such a horrendous experience I contacted the location one last time asked for a manager just to get hung up on again the address was ***************************************** Order #******** The amount my husband $310.01

  

  Business Response

  Date: 04/07/2025

  April 7, 2025
  
  BBB ID: ********
  ********************** Ref: 5234965
  
  Dear Ms. ********************* you for your concern for our customer Mr. ******************* *******, our Field Manager for our Western ************************ followed up on the information Mr. ***** provided and sent them the following email in response:
  Ms. ****, I have reviewed your recent Uhaul concerns. In review thank you for feedback about your recent experience. Your feedback allows us to make adjustments to better serve our community customers. Your feedback will be addressed with the authorized dealer location to continue evaluating our customer service experience. Thank you for choosing Uhaul for your moving needs. Thank you, ***** ******* Uhaul Area Field Manager
  
  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:04/03/2025

  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 am writing to formally complain about U-Haul at ********************************************************, regarding false damage claims and unprofessional behavior during my recent rental experience.Rental Details: Customer Name: ******** ***** Contract Number: ******** Rental Date: March 28, 2025 (11:31 AM - 2:45 PM)False Damage ********************** Behavior:Upon renting a cargo van, my wife and I carefully inspected it and noticed minor pre-existing chips on the windshield, which appeared to be normal wear and tear. Since they were minor, we did not take photos.When I returned the vehicle, a staff member immediately accused me of causing windshield damage. I explained that the chips were already there, but the employee ignored my concerns. When I escalated the issue to the manager, she was dismissive, unprofessional, and refused to acknowledge the possibility that the damage was pre-existing.Another staff member later admitted that the chips were old, but he said he could not intervene because it was the managers decision. Despite this, I was forced to pay $694 for windshield damage without a fair dispute process.Rude & Unfair Treatment When my wife tried to discuss the dispute, ***** and the manager refused to listen and forced the payment instead of allowing us to file a proper complaint. The manager even stated, Do whatever you want, the amount will not change.Request for Resolution:I respectfully request: cancellation of the false damage charge This experience has been stressful and unfair, and I hope for a prompt resolution.

  

  Business Response

  Date: 04/03/2025

  April 3, 2025
  
  BBB ID: ********
  ********************** Ref: 5224493
  
  Dear Ms. ********
  
  Thank you for your concern for our customer Mr. ******************* ************ our President for our British ************************* followed up on the information Mr. ***** provided.  He informed our office he spoke to Mrs. ***** and discussed their concerns.  They agreed to pay for 3 windshield chips and receive the Quick Claim discount instead of replacing the entire windshield. 
  
  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: 04/03/2025

  
  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,
  
  ******** *****