Complaints for U-Haul International, Inc. - 31686

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

36 complaints against U-Haul International, Inc.

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3/12/2026

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $200.00 Amount Settled: $0.00

Customer Complaint

2/4/2026

3 of the employees at the Mahoning Ave location that was working on February 1st and the morning of the 2nd 2026. Three employees filed a false complaint against me and took $200.00 out of my account that was not authorized. And the gentleman but not so much got smart in the phone and hung up on me and the woman with him started yelling at me when I ask to see proof of the damage to the property and told me to leave and the police was called. I'm filing a complaint because they filed a false one and took money from me and they are very rude people every time I talk to them. Resolution Sought I feel like your employees the Mahoning Ave location are very rude and do not know how to talk to people

Company Response

3/2/2026

We sent Ms. Powell two separate emails requesting additional information in order to properly research her concerns and work toward a solution. We asked her to provide a contract number and the lessee's name and phone number listed on the contract. We hope to hear back from her soon. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank yo for bringing this matter to our attention and allowing us to offer a response.

12/8/2025

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $192.00 Amount Settled: $0.00

Customer Complaint

11/19/2025

original reservation on 10/13. 10/14 spoke w/ Savanah I agreed to free storage unit,was told pickup Coryell Rd Nichols NY, drop off 1273 W Danby Rd Newfield NY. 10/21 called to change pick up time. spoke to India, got disconnected & she called bac, left a message confirming 1273 W Danby Rd Newfield as drop location & time change 10/27 got text I couldnt pick up on Coryell Rd Nichols and to pick up in Apalachin NY. Called & spoke to Sherry. She confirmed apalachin pick up & drop off at 1273 W Danby rd Newfield NY. 10/29 pick up Uhaul at approximately 10:30am, 2-3 hrs into landing the Uhaul , get a call from Alyssa stated 1273 W Danby rd Newfield is only a storage Facility and I cant drop the truck off there. I was extremely frustrated and she said she would have a manager call me. At 6:45pm i had not heard from a manager or anyone else. I had no clue where the truck was being dropped off so I called again. This time I spoke to Jacob who put me on hold to contact scheduling because they close at 7pm. He came back and said to drop the truck off at 1399 W Danby Rd Newfield NY. When I got there at a little after 9pm there was no place to drop the truck off, no drop box for the key and it is a storage only location. Jacob said escalating and requesting a VIP reimbursement as he could see all the changes and incorrect info from I called yet again from the parking lot and spoke to Stevie. He told me to return the truck to 343 Elmira rd Ithaca There is much mor Resolution Sought After all over the above there have been 2 more phone calls and I was asked to wait until 11/10 before making taking this step. It is now a week past that. I have not heard from anyone by phone, text or email. I want the company to accept responsibility, accountability and a refund. They made an already EXTEMELY stressful time tremendously worse. It is completely unacceptable that a nationwide business was ran the way my experience was.

Company Response

11/24/2025

Theresa Acor, our Traffic Manager for our New York Finger Lakes Region Regional Office, followed up on the information Ms. Evans provided. She informed our office Ms. Evans chose Newfield to drop off, which her contract shows to call upon arrival for exact location. There is only one location in Newfield that takes drop offs, which is our dealer at Vanbuskirk Guff Rd. Ms. Evans was offered this location, but she declined. The other locations are storage locations only, both approximately 4 miles from our Ithaca location. Ms. Evans had storage at 1273 W. Danby Rd. in Newfield, NY, which is 3.6 miles from the drop off location. She was offered this information by our Traffic Office. Ms. Acor stated, as Ms. Evans has already been told, there will be no refund. Her dispatch contract clearly states to call when she arrives in Newfield for a drop off location. 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

11/26/2025

The last few phone call records prove this as false! Savanah confirmed drop off at 1273. So did India& Sherry. Confirmed 1273. On 10/29 i was given an EXACT drop off location of 1399 w Danby road by ajacob @ 6:36pm during a 28 min phone call. On the call with Savanah that I have a witness too 1she is the one who said storage and frop off flat 1373. I also have 5 witness to the conversation with Jacob on 10/29 when I was told drop the truck off at 1399 W Danby rd.

Company Final Response

12/4/2025

December 4, 2025 U-Haul Ref: 55633449 Thank you for your continued concern for our customer Ms. Evans. After another careful review of the situation, our decision in the matter remains the same. As we value Ms. Evans as a customer, I sent her a $20 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer to help offset the inconvenience she experienced. Along with our basic truck and trailer rentals, we rent pick-up trucks and cargo vans. We rent towing equipment, storage units and U-Box containers. We sell permanent hitches, boxes, packing supplies and propane, in addition to many other items. 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. Best regards, Maria Palmisano Sr. Field Support Representative U-Haul International

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