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:08/04/2025

  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 made a reservation with U-Haul on June 29 for a 10-foot truck to be picked up at 9:00 AM on July 31 in ***********, **. The early morning pickup time was critical, as we had arranged a move around that schedule and both took paid time off from work specifically for the 7/31 morning move.However, on the morning of July 31 the day of the move I was informed that the pickup time had been changed to 4:30 PM. This last-minute change was completely unacceptable and made it impossible for us to move as planned. I was not given any meaningful notice or option to adjust, and the delay caused significant disruption to our schedule and financial loss (paid time off wasted).As a result, I had to scramble to find an alternative and ended up renting a truck from a different U-Haul location near ************ at 10:30 AM, which caused us to drive significantly out of our way and lose more time.I am extremely disappointed by the poor communication and lack of reliability. I am requesting an explanation for why my reservation was changed last minute, and full refund for inconvenience this caused.Reservation Number: ******** Original Pickup Location: ***********, IN Original Pickup Time: July 31, 9:00 AM Actual Pickup Provided: July 31, 4:30 PM (which I did not accept)

• Initial Complaint

  Date:06/25/2025

  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 used a company called Alfas moving company through U-Haul on 4/25/2025, they were late and there was a language barrier supervisor was supposed to come out which he never did, during the loading process to the truck they broke the leg off my dresser and cracked the front door of it after we got everything to the storage I contacted the manger and explained what happened to him he assured me he would take care of it once I sent the pictures, but he needed the job codes which I provided to him after that I never heard back, I called U-Haul and was told since they had the job numbers they had already closed the job out

• Initial Complaint

  Date:05/14/2025

  Type:Billing 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 am writing to formally dispute a $100 cleaning fee charged to my account following a U-Haul rental from April 24 to April 27, 2025. I rented two trucks for a move from **********, **, to *********, **. The trucks were returned on time and in good condition.The day after the return, I noticed a $100 cleaning fee applied to the account. I contacted the rental location and spoke with an employee named ******, who stated the charge was due to cigarette ashes found in the smaller truck. However, this is inaccurate.That truck was driven by my daughter, ***** *****, who does not smoke. The substance in question was not ashes but spilled cat litter, which had fallen out of a box while she was traveling with her cats. I explained this to ******, who then told me I would need to contact customer service.The following day, my daughter called the store herself. ****** answered but refused to speak with her and abruptly ended the call. I then contacted U-Haul customer service and was told they could not resolve the matter, despite there being photo evidence clearly showing that the substance was cat litter, not cigarette ashes.I am requesting that the $100 cleaning fee be reviewed and refunded, as it was applied in error. I would appreciate a fair resolution to this issue, especially considering the unprofessional handling of our concerns.

• Initial Complaint

  Date:03/08/2025

  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.

  Visited the Uhual in *********** on March 1, 2025 for propane refill. The general manager ******* is who fill my tank. After he was finish filling the tank the cooking appliances on the truck would not come on. I asked him for assistance to help me figure out what went wrong and his attitude was extremely disrespectful and dismissive. I explained to him that I had an event that I was late for due to this situation and he did not care. He walked off. We sat there for almost one hour trying to figure out what he did or didnt do for this issue to arise. Ive filled many times in the past and have never had this problem. I then drive to another uhual and they explained to me that he didnt bleed the lines. After several hours later of calling many gas techs to repair this problem. We were unable to do the event I was booked for because it was way past the time. **************** was not helpful! There is no corporate office is what I was told. No resolution has been provided for this huge inconvenience! I am disappointed with this company especially because I give them alot of business and this is the treatment I receive in return! I would like to be compensated for the propane filled that day, my gas paid for my food truck to drive 1 hour away for an event I could not do, I also seek compensation for the goods I purchased for this event!

• Initial Complaint

  Date:10/15/2024

  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.

  I rented a truck for 10 days from Uhual. I picked up the truck a on 10/1/24 and the first day I paid ****** which included the rental and insurance. My card was debted and I left. When I returned the truck a day early the balance was ****** and that was debted that same day. The next day I noticed that Uhual took the full amount from my acct and left me 600+ negative. I called and they explained the ****** and ****** will fall off after a certain amount of days. So I waited until 10/15/24 to check my acct and I am now 432+ negative. My complaint is the 460 had an expiration date and Uhual never took that money which they told me that that money would stay in my bank on hold until the rental was returned and finalized. My bank told me different they told me that money had an expiration date which is not in Uhuals contract and was put back in my acct which I never looked for it to go back into my acct. This is unfair to me if I would have known that money was by put back into my acct I would have never paid any bills until the Uhual was paid in full.

• 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.

  I recently had a storage unit faith uhaul I eventually notice that my belongings were damage and had mold . I contact the company and told them. It took 2 months for the company to respond and for them to try to help me. In those 2 months I did not pay for the unit since my things were moldy and I was looking for reimbursement through the insurance company I payed extra for Every month. In the those 2 months uhaul placed a lock on my unit. So I wasnt able to get into it to take pictures for the insurance company I was told I would need to pay 200 in order to take pictures and receive help from the insurance company. Since then I have gave up on my things and the reimbursement. Every month the amount uhaul wants me to pay has been going up and they have continuously tried to charge my card every day the amount now is $800 and I have verbally wrote in email that they can sell my belongings and stop charging my card immediately. This business has been harassing me and never wanted to help me in the first place is very disheartening to loose all my belongings I worked so hard for due to mold, to not receive help & to be charged everyday $800.

• Initial Complaint

  Date:09/23/2024

  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.

  *09/22/2024 at Uhual location: ***************************************** *I reserved a storage unit with U-Haul, which included a promotion for the first month free with a one-way truck rental. Despite being eligible, the store refused to honor the promotion and the manager was dismissive and unprofessional when I sought clarification. After contacting customer service, who confirmed the promotion should apply, the manager canceled my reservation and told me to rent elsewhere due to a heated argument. The managers rude and confrontational behavior was unacceptable, and I am requesting assistance in resolving this matter.* I am requesting reimbursement of $96.01 USD for the rental truck, as I specifically chose U-Haul based on the promotion offer. And for a revaluation of staff due to the many reviews on ********** about this team member.

• Initial Complaint

  Date:07/30/2024

  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.

  Yes the U-Haul *********************************************** of ********* located at ************************************** and the location at ************************************** has attempted to pull multiple payments from my account. I have never had services with this company what so ever on a worldwide basis. Never had or been in a contract with this company. Never purchased anything from this company. I do not have an account with this company. Every day they are attempting to charge my bank account. I have contacted this merchant multiple times and have explained to them multiple times that I dont have services with them and the different amounts and times that my card is being attempted to be processed and they will not do anything about it

• Initial Complaint

  Date:07/08/2024

  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.

  On 7/5 ****** from a touch of class moving reached out to me to inform me that he would be late due to his worker having a car accident. He arrived 9:30 and he was scheduled for 8 am-9am with a pitbull in the car. Once he arrived he was very friendly and asked if I could cancel the move through U-Haul and pay cash because his phone crashed and he was unable to get the code. It took him well over 5 hrs. to load the *****. My sister and I had to assist with moving the couch and other items to the ***** to speed the process. He took several breaks throughout the move. Once the ***** was loaded we went to the storage unit and my and I once again assisted with unloading. ****** went to his vehicle and feel asleep for over 2 hrs. while my sister and I and his 1 worker attempted to unload the *****. His employee recommended that I stop services at this time because the remainder of the load was very heavy. I payed him in cash and for the hrs. that he worked and his was unhappy with the payment he walked up to the car yelling and screaming and attempting to break my windshield wiper. He started beating on the window attempting to damage my car. My 2 year old son was in the back seat scared and he threated me with a bazooka because he thought I had weapon. He called me a raggedy b**** and threaten to get me fired from job. My sister and I drove off and he followed us around the city and we eventually drove to a near by police station because we were in fear for our lives. This man knows where I currently live and know where my belongings are located. He threatened to damage the u-hal ***** because he knew where it was parked. I informed the u-hual location about everything that happened and he reached out to me via text today in regards to the cash payment and that I owed him more money and I was being slick. The next day I hired a different crew through uhual they rearranged the unit, unpacked the trailed and put everything back into storage in an hr.

• Initial Complaint

  Date:06/09/2024

  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.

  They give a truck thats massed up