ComplaintsforU-Haul International Inc

Truck Rentals

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Initial Complaint
11/18/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I reserved a U-Haul truck from the *****************************************************************************, for 11/16/2024 through 11/17/2024 (Reservation #********). On 11/14/2024, I was notified that the truck was unavailable and redirected to another location at ********************, which was inconveniently 10 miles further. This last-minute change caused additional costs and frustration. When I questioned this, the representative was dismissive and rude, providing no reasonable ************** avoid further delays, I found another truck at the ****************** location. However, it was larger than my original reservation and more expensive. This location also did not have the $7 furniture dolly I had reserved, forcing me to purchase one for $79 elsewhere.The truck we received (DC-6812-W, **-AH54863) was in unacceptable condition. It had over ******* miles, emitted an extremely loud exhaust noise, and appeared to have an exhaust leak. During use, the truck filled with gasoline fumes, causing headaches, nausea, and throat irritation for both myself and my daughter. My daughters symptoms were so severe that she missed school on 11/18/2024. We had to drive with windows open in 40-degree weather to reduce exposure to the fumes.Returning the truck was not a viable option due to the disruption caused by the last-minute change to my original reservation. However, renting a truck in such poor condition that it endangered our health is unacceptable.I am requesting a full refund of the rental fees, reimbursement for the additional costs incurred (including the furniture dolly), and compensation for the distress and health issues caused by this experience. This incident highlights serious safety and service deficiencies that need to be addressed immediately.I expect U-Haul to take responsibility for this unacceptable situation and look forward to a resolution.
Business response
11/19/2024
November 19, 2024

BBB ID#: ********
********************** Ref#: 5073196

Dear Mr. ******************** you for your concern for our customer Mr. *************************** ******, our Field Manager for our Southeast ************************ followed up on the information Mr. ********* provided. He informed our office he contacted Mr. ********* and offered his apology for the inconvenience he experienced. He explained our reservation policies as well as our procedures for breakdowns and mechanical issues. Mr. ****** asked if Mr. ********* had communicated all the issues with the truck with any of our staff members and if he contacted roadside assistance after smelling gasoline fumes inside the cabin. Mr. ********* relayed he had not due to the time crunch he was under and because he did not believe we would be able to provide a truck in time to complete his move. A full refund for the rental was issued back to Mr. ********** **** account and can take 5 business days to post to his credit card. Mr. ****** assured ************ he would have a full inspection performed on the truck he rented to ensure any mechanical issues are fixed before it is rented out again.

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.

Sincerely,
***** *********
Executive Assistant
U-Haul International
Customer response
11/19/2024

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
11/14/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 7/23/24, the car trailer tire completely came off the axle. We worked with a really helpful representative to try and figure out the next steps. It was a better use of our time to go back 40 minutes the other way with our pick-up truck to secure another car trailer and then unload and reload the car on the side of the freeway in ********. At that point in time, no talks of a refund were mentioned. We then got a phone call from the 602 area code number saying they were from U-Hauls ********************* and stated they would refund the full amount of the car trailer for all the hassle we went through. They confirmed the card that paid and said it would show in 7-10 business days. I remember specifically hearing the refund would be over $400.On 8/6/24, after still not seeing a refund on the card, I spent over 20 minutes getting transferred to at least 3 different people, having to recount what happened each time before we were again told that we would be refunded the full amount of the car trailer and to wait another 7-10 business days. At some point, they did state there were notes on my profile about what was going on.Another 2 weeks went by and nothing, so we called **************** again. We were then told that there were no notes of anything and nothing to indicate we would be getting a refund. At that point, we asked for this to be elevated and all calls to be reviewed. 3-4 days later we got a refund confirmation from an area manager for some random amount to the incorrect card. It took another 2 weeks of emailing, and calling CS every other day to try and get ahold of this area manager and someone gave me the correct number. I reached out multiple times over a month and spoke with him twice. All I got was that he was looking into it. Every other call went to Voicemail and I received no callbacks or follow **** Unfortunately I'm now escalating this to here as I feel I've exhausted all other resources and there is still no resolution after 4 months.
Business response
11/16/2024
November 15, 2024

BBB ID#: ********
********************** Ref#: 4881243

Dear Mr. ******************** you for your concern for our customers, ********* ******* and ***** *******, whose name is on the rental contract.

**** *********, our President for our ************************ followed up on the information Ms. ******* provided. He informed our office he spoke to Mr. ******* and listened to their concerns. He advised Mr. ******* he would process the remainder of the refund promised to him.

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.

Sincerely,
***** *********
Executive Assistant
U-Haul International
Customer response
11/18/2024

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. The business has completed what they said they were going to and we are now satisfied with the outcome. This is now resolved.

Regards,

********* *******
Initial Complaint
11/13/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On October 25th I made a 20 Truck Reservation for the 28th October. I also requested the my U-Box will be available at 2pm on the 28th of October as well. Jayda formally knew about this, but a gentleman made the reservation for me and I mentioned the date twice. I called 30 minutes prior the arrival and Jayda confirmed that both the U-Haul truck and U-box are prepared. Jayda informs me to go to the back where I can access the U-box, I go there and I am unable to enter the building where the U-box is located. So I go get Jayda, and she then lets me know it is in the forklift area and no one is here to operate it.Its 2:30pm and the moving company called PnB moving have been waiting with me since 2pm. I am paying this company $130 per hour. I also have an important client at 4pm.Jayda tells me that she will check with a coworker close by and see if he can come. I call her 10 minutes later, and Jayda says that her manager ****/**** will come.About 30 minutes pass, and I ask her for his ***. Jayda lets me know she asked, but that hes on the highway.Another 30 minutes pass and I call again. She tells me shes still waiting for a response.After that, a hour passes and Jayda tells me shes still waiting.Then another hour passes! I call again, while still waiting the movers there. Jayda tells me that ****/**** has arrived and is headed to the back where we are.About 20 minutes pass and he shows up with his Louis ******* pouch with a serious look. Not a single apology.The movers work on the U-box while I explain to him what happened, and keeps repeating to me that he was in *******, and arrived from his trip. He also says, it wasnt in his to-do list. I tell I want to be compensated, and hes saying he can only do 50% percent of the truck rental. Jayda told me she could do 100% of the truck rental. Neither compensate for the approximate total of $520 that I lost waiting. This happened near cameras and the movers will attest to this as will I.
Business response
11/14/2024
November 14, 2024

BBB ID#: ********
********************** Ref#: 5068267

Dear Mr. ******************** you for your concern for our customer Ms. ***************************** *****, our President for our *************************** followed up on the information Ms.********* *************** He informed our office he spoke with Ms. ********* and listened to her concerns. He agreed to issue her $250 back to her **** account as an adjustment on her rental. He also assured her he would address where we failed. 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.

Sincerely,
***** *********
Executive Assistant
U-Haul International
Initial Complaint
11/09/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In November 2022, I rented a van from U-haul that had a marijuana smell in it from the last user. I originally did a mobile check-in but the Van was not ready on my arrival. Thus I was never able to take my own pictures. I confirmed with the receptionist 3 times that I would not be charged for this and she agreed. Other than that the Van had no Damage. Upon returning the van the van had absolutely no damage. U-haul would not let me upload return photos because the receptionist checked-me out. Apparently the next day the van now had I damage I believe the workers caused when checking the van in and moving it back. I called to ask them to review the video footage and they refused. I called my regional center and they left a note for management. Management never contacted me and I never received another notification from U-haul thus I thought the situation was handledA friend added me today as an emergency contact and now they are flagged. When I called U-haul they said it was because of my balance and the person on the phone said There is a note in here that says send to management but it was never sentwhy was my issue never sent to management? Now U-haul is offering me to pay only 15% of the damages today to clear my name and I WILL NOT BE SCAMMED. Why lower the balance significantly if I caused the damage not today U-haul. PLEASE REMOVE THIS E-ALERT FOR ALL PARTIES ASSOCIATED UNDER MY NAME
Business response
11/11/2024
November 11, 2024

BBB ID#: ********
********************** Ref#: 5063621

Dear Mr. ******************** 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 spoke to Mr. **** and offered her apology for the inconvenience he experienced. She also notified our ********************** to remove the Promissory Note from Mr. ****s contract.

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.

Sincerely,
***** *********
Executive Assistant
U-Haul International
Customer response
11/11/2024

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,

Bakoma Mboe
Initial Complaint
11/07/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
reservation # ******** to pick up on 11/30/23 - my moving date.When I arrived on 11/30/23 to pick up my moving truck, I was asked by U-Haul for an additional contact.( Note: I have rented with Uhaul multiple times over many years, mostly for moving purposes, this is always their practice, I have never had any issues. )I gave Uhaul the contact information of a friend of mine that was helping me move.What I was unaware of when giving my friends phone number to Uhaul, is that THEY owed Uhaul money. I was unaware of this debt, as they waited in my car for me while I went inside to pick up the truck. My friend and I got on the phone with Uhaul and they gave her the amount she owed, which is around $1800 and since she was not working and unable to pay, I am in purgatory and unable to rent from them. I was immediately held responsible for THEIR debt, because Uhaul would not rent me the truck. (I was able to scramble and get on through another company, but very stressful moment)reservation # ******** to pick up on 12/24/23 - car carrier.A few weeks later, I was able to go through all the motions and reserve on line a car carrier, which my boyfriend and I were driving from ** to **, picking up the car carrier in ** to return with a purchased vehicle. As we got closer to the reservation pick up time, I received a call to confirm the reservation, at which time the location said to me my account was flagged and they would not be able to rent the car carrier. (15hrs into the trip)I asked why and they sent me to UHauls collections, main office. They said that since I am linked to the friend who has a debt, that until this debt is collected I will be unable to rent from Uhaul. Please note again, I have a positive rental history with Uhaul ************* where in writing doe they have this debt collection process noted.I believe their collections process is unreasonable and honestly I cannot see how that's legal.I want to be cleared of this.
Business response
11/10/2024
November 10, 2024

BBB ID#: ********
U-Haul Ref#: 5061985

Thank you for your concern for our customer, ****** ******.
**** ******, e-Department Manager, followed up on the information ****** provided. The resolution is as follows:
We are sorry for the issue this caused ******.They have been removed from the eAlert system and should have no further issues renting from U-Haul.
We apologize again 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
Customer response
11/15/2024

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
11/07/2024
Complaint Type:
Billing Issues
Status:
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.
I have a storage unit with Uhaul on *****************************. I have never enrolled I auto-pay, but on several occasions I have seen that my account was put in auto-pay without my consent. This time they took $194.95 from my checking account overdrafting my account by $186.62. This was done by enrolling my account in Auto-pay without my consent once again. I went to the Uhaul app, and discovered once again it had been automatically enrolled. I closed the app, and reopened it, and again it was in auto-pay. I believe this is also illegal. I want my money back.
Business response
11/11/2024
November 11, 2024

BBB ID#: ********
********************** Ref#: 5061877

Dear Mr. ******************** you for your concern for our customer Mr. ****************** *********, our Executive Assistant for our New ************************** followed up on the information Mr. ****** provided. He informed our office his Storage Manager called Mr. ****** and explained, when making payments online, he needs to uncheck the Auto-Pay button if he does not wish to be on Auto-Pay.

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.

Sincerely,
***** *********
Executive Assistant
U-Haul International
Initial Complaint
11/06/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On November 3, 2024 I was going to rent a cargo van on the website of U-Haul and then I was filing a form for the rental cargo van and l was approved to rent a cargo van. When I am ready to pick the cargo van at the site.The person who told me l got an alert that I cant rent the cargo van. The person in charge told me to call the ***** number. I called and talk to the representative and told me l have an emergency person l give to the form l filled up had a problem with U-Haul needs to be fixed. The person I gave lives in ********* and l live in *********. The problem is l didnt rent the cargo van even though l will give different emergency person. I was so upset for traveling to get the cargo van and wasted my time to go there.They told me l cannot rent at U-Haul because of giving the person emergency number. My records for renting were good and had no issues or problem. I would like to file a complaint for your office the way l was not treated fairly as being a senior citizen.Thank you and please respond back for my concern.****** ******
Business response
11/10/2024
November 10, 2024

BBB ID#: ********
U-Haul Ref#: 5060120

Thank you for your concern for our customer, ****** ******.
******* *****, e-Live Verify Advance Agent eAlert, followed up on the information ****** provided. The resolution is as follows:
We are sorry for the issue this caused ******.They have been removed from the eAlert system and should have no further issues renting from U-Ha
We apologize again 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
11/06/2024
Complaint Type:
Product Issues
Status:
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.
I am writing to formally express my dissatisfaction with the treatment I received at your U-Haul location. I believe I was treated poorly, and I have strong reasons to suspect that my storage unit may have been tampered with. This situation is unacceptable, and I am prepared to take further action, including involving the authorities and considering legal options. I hope to resolve this matter promptly and would appreciate your immediate attention to my concerns.
Business response
11/11/2024
November 11, 2024

BBB ID#: ********
********************** Ref#: 5059766

Dear Mr. ******************** you for your concern for our customer *** ******************** ****, our President for our Gulf Coast ********************** followed up on the information *** ****** provided. He informed our office he watched the security video regarding *** ******* claim. She was at the location on November 6th at 9:15 am attempting to cut off the lock on her storage unit, however, she was advised by our store GM she was at the wrong storage unit. She then proceeded to cut the lock off her own unit and left the facility at 9:45 am. *** ****** came back at 6:10 pm and she is seen on the video trying to open the door. She leaves again at 6:19 am and comes back the next day at 8:45 am. Our store GM went to her room at 8:46 am and slides the hasp on her unit and the door opens. *** ****** took some things out of her room, puts them in a car and leaves at 8:58 am. She comes back at 11:04 am with a U-Haul truck to move out. She leaves the facility at 12:08 pm. Mr. **** relayed he did not see anyone on the video tampering with *** ******* storage unit. He also explained he called her twice on November 7th around noon. She did answer and stated she was busy and asked that he call her back. He called her twice again and left his cell phone number at 5:00 pm and 5:30 pm.

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.

Sincerely,
***** *********
Executive Assistant
U-Haul International
Initial Complaint
11/06/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had reserved a one way rental in 08/03/2024, from ********, ** to **********. I made this reservation in February and Uhaul accepted it. The day before my rental I had to call Uhaul to find out where to get truck. I was told I could drive to *******, ** to pick up truck or cancel my reservation, if I didn't like the options. I asked to speak with a supervisor and was given to someone from the Milwaukee office. I explained I had a one way rental and it was ridiculous for me to drive 3 hrs to pick up a truck. Supervisor didn't care and explained they didn't have the truck for one way rental. She finally offered me a roundtrip rental out of ************, **. I didn't have a choice as my daughter was moving the next day and it had been planned since February. I ended up having to drive almost 3hrs extra, because Uhaul wasn't able to honor their one way rental. No apologies or ability to make things right. I would like a complete refund for their absolute mess, $115. On top of all this, they sent me to the Rental Place on Sunday and had not notified the business. The business wasn't notified and was extremely apologetic, saying this was common for Uhaul dispatch.
Business response
11/10/2024
November 10, 2024

BBB ID#: ********
U-Haul Ref#: 4909483

Thank you for your concern for our customer, ****** ******.
******** *******, ***************** President of ***********************, followed up on the information ****** provided. The resolution is as follows:
For this inconvenience, a refund of $115.00,the full rental cost, was submitted to the card ending in 4551 on 8 Nov 2024.Refunds normally reflect on the card within five business days
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
Customer response
11/10/2024

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
11/04/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered an **************** online from U-Haul. It was listed as $69.95 and I placed the order with my credit card. When I picked up the product in the store, the packaging on the product said "only $49.95 also available @ **************************". I emailed the corporate office for a $20 refund. It was shared that the $69.95 rate is what the product is currently being sold for. I sent a picture of the packaging and the corporate representative shared that it appears it was an older advertisement and the price has changed to $69.95 and apologized for the inconvenience, but did not issue a refund. This is false advertisement.
Business response
11/05/2024
November 5, 2024

BBB ID#: ********
U-Haul Ref#: 5057696

Thank you for your concern for our customer, **** ******.
I followed up on the information Lane provided and sent the following email.
Hello ****, I apologize the price listed online and what is listed on the box is not the same. As stated by the previous agent, the box shows an older/incorrect rate. I will refund the $20 difference but will need to speak with you to obtain the card number as it is not saved in the system. You can either call ************** for assistance as I put a note in the file about the needed refund or we can set up a callback for later. I apologize again 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
Customer response
11/06/2024

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,

**** ******

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