Complaints for U-Haul International, Inc. - 31686

Complaints	Type of response
4	Making a full refund, as the consumer requested
7	Making a partial refund
20	Agreed to make an adjustment
0	Refusing to make an adjustment
13	Refuse to adjust, relying on terms of agreement
0	Unanswered

44 complaints against U-Haul International, Inc.

Sort by

4/13/2025

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $2,500.00 Amount Settled: $0.00

Customer Complaint

3/28/2025

I rented a U-Haul in January of 2025 for 2 days I rented it out of Sparta Tennessee.. I loaded my belongings into the U-Haul and moved to my new home that I just purchased. Unloaded the U-Haul return the U-Haul. That night I was exhausted did not have my bed set up so I fell asleep on my couch woke up the next morning with 8 to 10 bites on my chin. At that point I was thinking it was a spider bite. Got my house in order for the next 3 or 4 days each day when I would wake up I would have additional bites on me either on my chin on my thigh on my stomach on my arm still I'm assuming it's a spider. On a Saturday morning I just stood up off my couch and felt something bite the back of my neck I'm smacking my neck cuz it stung and hurt I went to the bathroom took off my shirt and found a tiny bug on the collar of it. Took the bug two Pest Control and they couldn't see what it was because it was so small so I then took it to Cookeville location where they were able to identify the bug as a bed bug that day when I got home from work my son had eight bites on his stomach when he woke up that morning. I contacted U-Haul and told them that after renting their truck that my items were infected with bed bugs they asked me if I had pictures of the bed bugs in the truck. I told them that I did not have pictures of the bed bugs in the truck before I loaded my items in the truck. I filed a complaint with their insurance department. They denied me Resolution Sought I would like them to refund the money for the rental the U-Haul. For pain and suffering from the multiple bites. The cost of replacement for my two beds and my couch I have receipts for the items replaced

Company Response

4/8/2025

Repwest Insurance Company handles the claims of U-Haul, a SELF-INSURED entity/company. As such, this letters is in response to the above-captioned matter. The U-Haul customer, Ms. Faulkner, reported a claim to Repwest advising that she has bed bugs in her belongings, and assumes they came from the U-Haul truck that she rented out a month prior. Repwest did follow-up with U-Haul who confirmed that there was no report to them at the time of any bed bugs for that rental. Please note, they sweep out all trucks and wipe them down before they are dispatched out to a customer. U-Haul never saw any bed bugs in the equipment and the customer, Ms. Faulkner, did not notice any upon loading, therefore she did not take any photos. The customer did not report an issue to U-Haul until a month after returning the truck. No customer objections were made at the time her rental was returned. It should also be noted that the equipment had sat for 4 days at the location prior to this customer dispatching it and the equipment did not have the right weather environment for bed bugs to thrive in The claimant did not take any photos and has no credible proof that the bed bug infestation that she has is from the U-Haul equipment. The burden of proof is on the individual making the claim. Therefore, no liability was found on the part of U-Haul for this loss. The liability denial still stands at this time. Ms. Faulkner does have the right to contact her own personal insurance carrier to see if she has any applicable coverage for her belongings under her policy of Home Owners or Renters. Should Ms. Faulkner have any further questions, she is welcome to contact the undersigned.

Customer Rebuttal

4/8/2025

I showed them pic of the bed bug the company that identified it. I sent them receipts of sprays I purchased thinking it was spiders. I sent them receipts of the sofa and two beds I had to buy. Amazing after getting ride of my furniture I was never bitten again. As far as the condition not being right for a bed bug infestation. This was on the internet.Bed bugs are hitchhikers: They are known to travel with people and belongings, making moving trucks a potential breeding ground. Ideal hiding places: Bed bugs prefer dark, undisturbed areas, and the interior of a U-Haul truck provides plenty of such spots, including cracks, crevices, and the corners of the truck.

Company Final Response

4/11/2025

Repwest Insurance Company, our claims administratorfor U-Haul, advised me there was no report by Ms. Faulkner of any sort of bed bugs and the claim wasn't reported to Repwest until a month after returning the truck. They believe the bed bugs likely could have been from her new home or they were just starting to breed from wherever she left and she took them with her to her new home and they populatedmore. Ms. Faulkner was advised when the U-Haul rentals are returned, they are swept out and wiped down before they are dispatched again. Our GM involved also relayed that if they did see any bugs, they would have bug bombed the truck and then pressure washed it. The truck would then not be dispatched for several days to ensure there were no bugs. If Ms. Faulkner has other concerns regarding her claim, she will need to contact her insurance adjuster with Repwest Insurance Company. 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.

12/26/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

12/13/2024

I am writing to file a formal complaint against U-Haul regarding a series of unacceptable experiences that occurred after renting a truck from them on December 3rd. Despite keeping in constant contact, I was given incorrect information about additional charges, and the roadside service was late, rude, and unprofessional-Haul sent a repo service to my location over a mere $53 that wasn't even due until 9:00 p.m., which was distressing and humiliating. The repo representative treated me like a criminal, which included ripping my keychain and scattering my keys everywhere. My wife is disabled who relies on a wheelchair for mobility, it has been since 7:45 a.m. due to U-Haul's actions, instead of explaining what they wanted another mere 53.00$ they lied about tire service coming and instead sent out a repo truck. My wife has been stuck in the front seat even after the box truck fell from their jack stands , her wheel chair is at the destination . Despite providing an updated phone number to U-Haul due to the theft of my previous phone number, they failed to contact me regarding the repo service. I have incurred additional costs of $400 my 4 hired workers waiting since 8 am to load up uhaul its now 1pm no idea when tire people will show up. I kindly request that appropriate actions are taken against U-Haul to prevent such incidents from happening to others. they expect this truck back at 9 pm its 1 pm this started at 7:45 am. I am humiliated I'm a paying customer Resolution Sought I request a full refund of my rental fees compensated an additional $400 for the workers that were waiting. And $1,000 for pain and suffering. This not how you treat paying customers. We recorded part of this interaction and are prepared to reach out to news if no one reaches out and makes this situation correct.

Company Response

12/18/2024

December 18, 2024 BCA ID#: 99032388 U-Haul Ref#: 5107393 Thank you for your concern for our customer Mr. Caldwell. Danielle Johnson, our Traffic Manager for our Northeast California Regional Office, followed up on the information Mr. Caldwell provided. She informed our office she has left a few messages requesting a return call and recently sent the following email in response: Hello, I have left you a couple of messages regarding your concern from your rental in Gridley, CA. If you can please call me back at 530-674-8256 at your convenience. Thanks! Danielle Johnson 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, Maria Palmisano Executive Assistant U-Haul International

Customer Rebuttal

12/23/2024

Hello Danielle I replied to your email and mentioned that I would like to correspond through email this way everything is documented and there isn't any mistakes or misconceptions. Please email me back with your response.

Company Final Response

12/24/2024

December 24, 2024 BCA ID#: 99032388 U-Haul Ref#: 5107393 Thank you for your continued concern for our customer, Mr. Caldwell. Danielle Johnson, Traffic Control Manager of Northeast California, followed up on the information he provided and has been in email contact with him. The resolution is as follows: Due to the nature of the damage of the equipment and the condition the truck was returned we would not be able to provide a refund. She apologized for the issues he experienced with our roadside vendor. We apologize again for any inconvenience and frustration experienced by the customer. We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response. Sincerely, Jenn Vandervert Customer Care Team U-Haul International

Load More Complaints

Complaints and Resolutions

U-Haul International, Inc. complaints