Complaints
This profile includes complaints for U-Haul International Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,020 total complaints in the last 3 years.
- 589 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/24/2025
Type:Service or Repair IssuesStatus: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.
For a single move, Uhaul caused a littany of problems - Switched pick-up locations without notifying us - disassociated separate reservations from our account so we could not find them - hung up on us multiple times for no apparent reason (specifically their chicago area scheduling department at **********)Fixing these issues caused hours of holding on various hotlines, getting transferred to random departments and ultimately delays in packing for a move that was already stressful enough.Business Response
Date: 07/28/2025
July 28, 2025
BBB ID: ********
********************** Ref: 5415333
Dear Ms. ********************* you for your concern for our customer Mr. ************************** ******, our President for our North Shore ************************ followed up on the information Mr.******** *************** He informed our office he contacted Mr. ******** and discussed his concerns. He also advised him of a refund for $214.65,as an adjustment on his rental, he issued back to his **** account. 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 InternationalInitial Complaint
Date:07/24/2025
Type:Service or Repair IssuesStatus: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.
A friend from Church asked me to help him with a truck rental. When we got there started the process I discovered that he had a track record of getting people to rent uhauls and then gives the truck to others to use. So when I added him as the reference, the contract was declined. Fine. But them they said it triggered something in an E-Alert system. As a result they blocked me from making rentals. Yet I owe no money and have no track record of misuse with uhaul. I thought it was a strange thing, but accepted it. Now over a year later they are telling me if I don't pay for his balances he owes, I will not be allowed to rent a truck until he does. I asked them for a supervisor. they said, there are none. I asked for evidence of this policy, they said its an internal policy and there are no records of this policy to show me. Its an act of discrimination against my consumer rights. Why would I be denied service because I know someone who has had bad dealings with them?Business Response
Date: 07/25/2025
July 25, 2025
BBB ID: ********
********************** Ref: 5414938
Dear Ms. ********************* you for your concern for our customer Mr. ************** eAlert Department followed up on the Mr. *** information and sent the following email in response:
Hi I'm ******* with the eAlert department at U-Haul. Thank you for reaching out and allowing me the opportunity to investigate this matter further. It is our internal U-Haul policy that anytime information is provided that links someone with someone else, (knowingly or unknowingly), that does have an issue with U-Haul, the person attempting to rent will also be added to eAlert. We are in no way saying that person's bill has now become your bill, we are saying the individual responsible would need to pay or resolve the issue before either party is removed from eAlert. Based on our policy, the day you attempted a rent, it was correct to add you to eAlert. As a courtesy, we will be removing you/your information from eAlert and you will be able to rent in the future. I do apologize for any inconvenience this may have caused. We look forward to assisting you, in the future, with your moving needs.
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 InternationalInitial Complaint
Date:07/22/2025
Type:Product IssuesStatus: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 made a reservation for a storage locker online on 4/11/25 with a reserved move-in date of 5/16/25. The unit I reserved was a 5'x5'x9' unit on the first floor (pricing varied by floor, and I recall the first floor being a higher price.) with a price of $44.95 per month. When I arrived to move into the unit, the facility was very busy. I was told that there were no 5x5 units left, but that I could move into a 5x10 unit on the fifth floor. The regular price for this unit was listed as $79.95 per month. In order to honor the price, they promised that the first month would be free and following months would be at the promised rate of $44.95. I accepted the offer and was given a receipt showing the first month ******* the first billing cycle on 6/16/25, my card was charged $79.95. When I called the facility to inquire about the charge, I spoke with ***** *********, the general manager. I was too that I need to call the national customer service line and file a complaint. I did as instructed and received an email from Ms. ********* on 6/27 saying that a credit would be issued. The credit was never issued and another charge for $79.95 was applied to my card on 7/16/25. I have tried to contact the facility directly and they have not returned my calls or emails. I have reached out to national customer service and they can not provide a remedy for the situation.Business Response
Date: 07/24/2025
July 24, 2025
BBB ID: ********
********************** Ref: 5359844
Dear Ms. ********************* you for your concern for our customer Mr. ******************** *****, our Executive Assistant for our ************************* followed up on the information Mr. ***** provided. She informed our office she reversed the autopay option on his account and wrote off $79.95, although he was technically only due back $60.
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 InternationalInitial Complaint
Date:07/22/2025
Type:Product IssuesStatus: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 failed to process my refund timely, has caused my family direct financial harm. 7/3 we ***** a trailer to a NC location as agreed. We were told by mult emplys, the refund, $800 would be 35 business days after the return. 2 men in ** were passive & said 3-5 days also.they were closing soon & didnt care. We were told to leave the ************** would get it *** This was 7/3. It wasnt logged until Sat, 6/5, nearly 48 hrs later, in the afternoon. This delay is on Uhaul. This could have been credited in the morning but stkaff has been trained to do refunds LATE in the day, giving longest times for UHAUL returning money? Many days later we were finally told 710 business days by a *** . Despite this, its July 21st (more than 11 business days since July 5th), no krefund. This is breach of contract, 100%. To make matters worse, we rcvd a bill of $5,400 for an extra day, which we could not get anyone to explain and the next day it was gone. a *** said **** had corrected itself owing $3.00. We were given a $100 credit for this inconvenience, but does not begin to cover the issues caused. We were given $180 at the beg as a gas crdt for gas the adtl trailer would cause. $180 rcvd. Adtl $100 not received yet. We have ovrdrft fees, borrowed $, and suffered immense ***************** due to bad refund, miscomm, and employee misinformation. we have no $. We have our dog who died in our car drive to **, in our deep freezer bec we cant afford to cremate yet. This has caused numerous xfers of $, borrowed $. today I am $300 more negative bec our cell bill hit. 3 weeks. At this point, we demand a full refund of $2,200 we paid on top of the credits done. Repeated missteps, mishandling & MISINFORMATION IS CAUSING disruption to my fams well-being. I may also ***ort this to other state consumer protection agencies, and pursuing media options if necessary. I seek justice, taking time from my work again Let this serve as demand to refund $2,200 + the 100 & 50 not recieved yet.Business Response
Date: 07/23/2025
July 23, 2025
BBB ID: ********
********************** Ref: 5383374
Dear Ms. ********************* you for your concern for our customer Mr. ***************** records indicate a refund for $800 was issued back to Mr. ****** **** account on July 5th. Refunds can normally take 5 business days to post to a credit card. Additional refunds also applied to his **** account were $180 on July 7th, $100 on July 17th, $50 on July 19th and $200 on July 22nd. Im also showing a transfer for $1,000 done by *****. We have no record of anything relating to $5,400 for an extra day. Although I apologize for any delay of a refund hitting Mr. ****** credit card, extra charges he incurred are not the responsibility of U-Haul. No further refunds will 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 InternationalInitial Complaint
Date:07/18/2025
Type:Product IssuesStatus: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 am filing a complaint against U-Haul regarding the rental of a Car Tow Dolly from the location at ********************************************On 06/02/2025, I rented a Car Tow Dolly for $97.72. The equipment was damaged and not safe to use. This was not the first time I had previously rented a Car Tow Dolly from U-Haul and it was also in poor condition.The store staff acknowledged the issue and told me I would receive a refund. However, it has now been over a month, and I have not received any refund. I tried to call several times no one answered. I also sent messages, which were read, but no one ever responded.This is extremely unprofessional. U-Haul provided faulty equipment twice, promised a refund, and then ignored my attempts to follow up.I am requesting:- A full refund of $97.72 - A written explanation for the delay - A review of customer service at this locationBusiness Response
Date: 07/22/2025
July 22, 2025
BBB ID: ********
********************** Ref: 5402205
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 a refund for $97.72 was issued back to Mr. *********s **** account as an adjustment on his rental. 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 InternationalInitial Complaint
Date:07/16/2025
Type:Order IssuesStatus: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.
Uhaul has obligated me to pay a relative's unpaid balance before renting a truck. I have spoken with customer service and eAlert and both have not been helpful. I am being discriminated against by association which is an unfair practice. I never signed a contract obligating me to this debtBusiness Response
Date: 07/18/2025
July 18, 2025
BBB ID: ********
********************** Ref: 5400000
Dear Ms. ********************* you for your concern for our customer Ms. ************************ ******** with our eAlert Department, followed up on the information Ms. ******* provided and sent her the following email in response:
Good afternoon *********, We greatly apologize for the inconvenience. After doing some more research we have decided to offer a one time courtesy by removing you from the alert connected with *********************** going forward do not use Antoinique as a driver or an additional contact with any of your rentals to prevent this from happening again. Please encourage Antoinique to call us to settle their outstanding issue. You can now move forward with rentals with Uhaul. **** ******** eAlert Department - Advanced Agent Phone Number: ************ ***********************************************************************
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 InternationalCustomer Answer
Date: 07/18/2025
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. This matter shouldn't have had to go this far. I even spoke with E-Alert and the representative told me that I wasn't going to be removed so I had no choice to go further. I do now have it in writing that this will happen. Thank you BBB for assisting me with this matter.
Regards,
********* *******
Initial Complaint
Date:07/15/2025
Type:Service or Repair IssuesStatus: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 called today July 15th,2025 to talk to a representative about extending my U-Haul for an extra 10 days. I was going to ask if we can work something out due to me getting hurt while loading and it was going slow. I just wanted that extra time for assurance. I agreed when I picked up the U-Haul to take a trailer that was pushed onto me by another representative in exchange they compensated me in an extra day, unlimited miles for trailer, and $150 to take it to destination. I agreed. But they didn't say I had to be there by a certain day. Today I called about the extension and was given a really rude response in saying that another family has it booked for tomorrow. and that it NEEDED to be there. I apologized but the representative really pushed that I was making it difficult and that trailer had to be there. I felt terrible and apologized to a point of being in tears but the representative ended the talk by saying it'll be an extra $60 a day till I show up and that it would be greater than $600 and that's it. Ended the call. I've used U-Haul before to move and they were great. But this time it's making me second guess me ever using them. I felt embarrassed and at fault for something I thought we can work out. I just wanted to see if we can work something out. Maybe a deal or something I don't know. But now I feel like c*** for ever calling. I'm just looking for a solution for a problem that randomly happened. Now I'm being charged extra for something that was pushed onto me when I only wanted the truck.Business Response
Date: 07/18/2025
July 18, 2025
BBB ID: ********
********************** Ref: 5398225
Dear Ms. ********************* you for your concern for our customer Mr. ********************** ******* our President for our ***************** Saskatchewan and ******************** followed up on the information Mr. ****** provided. He informed our office the trailer was added as a convenience to Mr. ******* which was not on the original reservation, and Mr. ****** added the days at no charge. Mr. ****** was provided an additional 6 days at no charge and only 5 days charge for the delay.
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 InternationalCustomer Answer
Date: 07/18/2025
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:07/15/2025
Type:Sales and Advertising IssuesStatus: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 booked a truck rental and wanted to take advantage of their price matching that I was told they do by ***** *******. After confirming that the price offered by Budget is lower and more convenient, ***** not only had an attitude during our exchange but also told me she had better things to do than assist me and transferred me to customer service, who told me they were unable to assist me. I would like the adjustment for my reservation. I added both quoted amounts in the attached PDFs.Business Response
Date: 07/21/2025
July 21, 2025
BBB ID#: ********U-Haul Ref#: 5398427
Thank you for your concern for our customer, ********** ******.*** *******, ***************** President of Atlanta West, followed up on the information ********** provided and contacted them. The resolution is as follows:
*** spoke with ********** and matched the 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,******** ************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************ Team
U-Haul International
Initial Complaint
Date:07/15/2025
Type:Service or Repair IssuesStatus: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.
July 15th at 9am - vehicle pick up Drop off was 11:45 am - vehicle drop off (5 hours early)Rented cargo van from Uhaul on *************************************** Location. App was faulty and depended on general manager for assistance. Did not do as requested and was never charged insurance fee. Returned the van and general manager made a beeline to a small poped out dent the size of a s**** head. Immediately charged our card on file and said she's not discussing the matter and tried ******* us out the store even after we asked for additional support.We called head office which filed our complaint and said marketing would reach out to us in 72 hrs. The general manager then decided to tell us she saw the complaint and would offer us a 50% discount after charging us almost $200 without asking in the first place. She said our complaint would go no where because the refund is based on her discretion. We had discussed earlier we would have an alternative payment method and were completely ignored. All of our requests were completely ignored. No one else was available to help us. We felt taken advantage of and the customer service practices are abysmal. Between the behaviors and the claims the manager is making it felt very much like this location has run this scam before. As all the other cargo vans (which we also took pictures of) have the exact same dent on the same side none of which were labeled by the yellow stickers their policy claims they would have.Business Response
Date: 07/17/2025
July 17, 2025
BBB ID: ********
********************** Ref: 5396627
Dear Ms. ********************* you for your concern for our customer Ms. ********************* *******, our Field Manager for our Western ************************ followed up on the information Ms.******** *************** He informed our office he spoke to Ms. ******** and offered his apology for the inconvenience she experienced. He advised her of a refund for the requested amount of $125 he issued back to her **** 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 InternationalInitial Complaint
Date:07/15/2025
Type:Product IssuesStatus: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.
For my moving day I was supposed to pickup the truck in *******, MB. They accepted the reservation at the location I chose. On moving day however they suddenly didn't have the equipment there, and instead made me drive 80km out of town each way to get the vehicle, adding another 160km round trip (including my own personal vehicle). I was then also expected to pay for the extra gas myself, in addition to my own personal vehicle. That also robbed me of 2 hours on moving day when we needed all the time we could get. That is ABSOLUTELY unacceptable. I was only told about this 24 hours before my move-in day, with no choice to go with another company (which I ABSOLUTELY will next time). The reservation should never have been accepted in ******* if equipment was not available - but instead you essentially LIED to me to secure my business - now you've lost a future customer FOR LIFE.I am seeking a refund for the fuel surcharge charged to me because I returned the vehicle with the same amount of gas, minus the extraneous trip from ****** to ******* ********. In addition, I am seeking compensation for personal vehicle mileage & 2 hours of personal time.Business Response
Date: 07/17/2025
July 17, 2025
BBB ID:23601915
********************** Ref: 5394514
Dear Ms. ********************* you for your concern for our customer Mr. ******************* records indicate a refund for the fuel fee in the amount of $50.59 was refunded back to ******************* Card account on July 15th. When he made his reservation, he was advised A local U-Haul representative will call you before 5pm on 7/11/2025 to get your agreement on and schedule available location, time, and equipment." Although we strive to fill the reservation at the preferred location, there are times we may need to refer our customer to an alternate pick-up location to fill the reservation.
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
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