Complaints

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:04/04/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Well they are about a lying company for sure. I rented a truck. It was stolen. They ended up recovering the truck the day after it was due and I had spoke with an officer but this company went and filed a police report against ME knowing I had already filed A report in the town it was found. Unbelievable now I have to go and fight for my freedom bc the ***************** manager is not a person that can be trusted. But ******** police didnt do their due diligence and check into anything. Its just a big mess. Thanks a lot.

• Initial Complaint

  Date:03/14/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Unprofessional chat assistants that 1. didnt solve the problem, 2. complicated things with local customs and assumptions, 3. doubled down and were rude. Please request the chat logs, i have them.

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 and paid for a 15 foot moving truck and car dolly on 2/27/25. It was for a one way move from North Carolina to Ohio. I am moving to Ohio in April and my son was available to take my household items up for me. He picked up the truck the day before the tow dolly and the truck was fine however when he got the tow dolly one of the straps was severely frayed. Even the person at the pickup location pointed it out. When we loaded the car onto the dolly the strap in question barely fit around the tire. I was in a panic because my son was going to drive across several steep mountain highways so I purchased an additional tow strap to attach to the vehicle and to the U-Haul truck. Thank God I did because an hour away from his location he went across a bridge and the strap came completely off the tire! He returned the truck and dolly on Sunday afternoon and the drop off location was closed. Monday morning I contacted Customer Service. The agent gave me his email address and asked for pictures which I provided. I did not receive a response Monday or Tuesday so on Wednesday I tried to email again to no avail. Thursday I called back to Customer Service and was given the phone number to the Regional Office Manager. He called me before I had a chance to call him. He also asked me to text him pictures which I did. I heard nothing from him Thursday afternoon and I called him again on Friday. I suggested that he check the condition with the drop off location and he told me that he would. I would have thought that would have been the first thing that was done considering it equipment was hazardous. It's now Friday night and I have heard nothing else.

• Initial Complaint

  Date:02/22/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 15foot uhaul to move a frined of mine from ************ in ************. I paid an initial deposit of $75. Because I thought I was only going about 35 miles. When I turned the truck in they charged me additional 50 miles over the estimate. I ****** mapped the miles and I did only 41 miles. I called and ****** answered the phone. I told him the situation and he said it's on their contract. I asked for the manager and said he was the manager which I know for a fact that he is not. I asked for the ***. He refused to give me his name or number. But I found him anyway. I called the *** *** ******* and he gave the same lie. The fact that they refused me and tried to explain away the theft and hide the management from proves that they have something to hide, and are running a scam.

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 filed a complaint about two of these trips before, but I specified that I wanted a full refund, not just a partial. The combination of all the issues that I went through warrants a complete refund for all trips. For the first reservation, they didn't include my dolly and they only offered a partial refund. For the second reservation, they didn't give me back my ID with the paperwork and they put it in a different lock box than they were supposed to. The most recent trip, which I now have a pending refund for, was by far the worst and most nightmarish experience. I arrived on 2/10/25 at 6 PM at the ******** location, an hour early. This is after being rescheduled from the ******* location. I had specifically told them I needed a dolly and they told me that this was a professional Uhaul location and they would have one. When I arrived, it took them 40 minutes to verify my driver's license and I had to call several times. Then the key was missing from the lock box and then when I got a replacement vehicle, it did not have a dolly again. The customer service **** were unhelpful. Everyone blamed some other person for what happened. No one took responsibility. I realized that the replacement vehicle did not have a dolly and I brought it back 8 minutes after taking the trip. I was advised by customer service not to close out the app. The next day I called for a full refund and the guy working at that location did not tell the whole story to the general manager and I only got a partial refund, which later was changed to a full one. Then I also got a notification that I did not return the vehicle. I had to call a dozen times to get this refund and to correct things, no one knew what is happening and everyone childishly pointed their finger at someone else. They also charged me after giving me a refund and I had to get another refund for that. This company is poorly organized and most employees have no clue as to what they are doing.

• Initial Complaint

  Date:02/02/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Jan 13, I attempted to rent a U-Haul truck to move my belongings from my home and when I added a driver that was helping me, his debt to U-Haul was added to my account and cause me to be unable to rent from U-Haul without the claim being paid. I have rented from U-Haul without issues and would like to continue to do so. I would like to have the driver removed/unlinked so I my continue using U-Haul as needed.

• Initial Complaint

  Date:10/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 attempted to eztend a rental but .y requests ********** belongjngs and uhaul towed and the local uhaul doest speak english worth a darn

• Initial Complaint

  Date:10/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 checking out I noticed that the gas tank level was incorrect and failed to notice mileage was also incorrect. I drove the vehicle less than 10 miles and was charged for 45

• Initial Complaint

  Date:08/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Scheduled a Uhaul rental for a trailer for 5:00pm 8/12/24. It was an authorized dealer at an auto shop, not an official Uhaul location, and their hours on the Uhaul website said they close at 6pm. Showed up at 4:55pm, and the placed was "closed". The sign was off, all the doors were locked, and there was nobody when i looked into the windows.I was going to leave until i saw around back that the shop's garage door was open. I walked over to that, and saw a mechanic. I asked him if they were closed, he said yes. I asked why they were closed if their posted hours were until 6pm, and that I had a Uhaul rental. He said the owner wasn't there, he was out buying a vehicle, so they weren't open without him there. But since I had a rental he said he would call the owner (who is the only person at this shop authorized to do the uhaul rentals apparently). He calls the boss, the boss said he couldnt get the uhaul app to work on his phone, so I couldnt get my trailer. They told me to wait 5 minutes and usually it comes back working. I waited for 20 minutes, he called his boss four times, and each time he said sorry it's not working, we cant rent you this trailer. So I left, obviously. I called Uhaul and tell them what happened, and they file the $50 reservation guarantee for me and say I should be good to go. A few minutes later I get a call from a local Uhaul representative and he asks me what happened. I tell him the whole story, and all he says is "well we're gonna have to side with the dealer on this one, we are denying your $50 claim." I ask why? He says because I chose to leave.I'm sorry, am i really supposed to sit there all night and wait for this mysterious boss to show up and for his app to start working? He never told me to wait and stay, and he never told me he was coming back. I have a schedule to keep, thats the point of the reservation, and they couldnt get me a trailer. End of story. Apparently the dealer told them i CHOSE to leave without a rental. Lies.

• Initial Complaint

  Date:04/04/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 March 31st 2023 placed a reservation for a tow solely using the 800 number for uhaul. Since their website didnt give accurate information on it being available. I told the person taking the reservation we needed to pick up the tow dolly in ******* ** to tow a vehicle to *********, ** for one day. No clear rate was given and nothing emailed as promised. Over the next 5 hours after making the reservation UHaul called and moved our reservation 2 times. The morning of April 1st we picked up the tow dolly from the 3rd pickup location given (received great service they hooked it up for me). I did ask about the rate and said we would turn the equipment in by the end of today she said dont worry it will get figured out after you turn it in. We returned the tow dolly to the exact location in *********, ** off University the same day 4-1 at 5:50 pm. We were yelled to from a connex to manually move the dolly by myself into a small spot. Their small lot was filled and there wasnt enough room or option to back it in and the ***************** says do not back up! I am upset over being charged 2-3 day rate for one day use and manually moving a tow dolly when I have a bad back.I did reach out to UHAUL 800 number and told thats how they charge and told them I would no longer be a customer. There only solution was to offer me a $20 gift certificate to UHAUL. So what if there was a next time I could for sure blow out my back?!