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U-Haul International, Inc. complaints

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Total Amount in Dispute:
$87,397.00

Total Amount Settled:
$47,195.00

Complaint Experience

98%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Complaint Closing Statistics

46 complaints against U-Haul International, Inc. closed in last 3 years.

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

46 complaints against U-Haul International, Inc.

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7/15/2025

RESPONSE: Agreed to make an adjustment Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

7/10/2025

I went to rent a cargo van from U-Haul. They asked me for contact person to rent the cargo van which I gave them a friend of mine, not knowing that they owe U-Haul truck. They refuse to rent to me, attaching my name to the person that owes them money. I have rented from them for a long time and never had an issue, but since I know the person that owe them money. They said their name is attached to my name and I can no longer rent from them until that person pay them that money. I am not responsible for no one's bill but mines. How can you attach someone's name that do not owe you Any money and make me accountable for that person that's unfair and I think something should be done about it U-Haul shouldn't be able to get away with this, especially when I have been a good customer and I have never owed them anything because I know someone and wasn't aware of them owing them now I can no longer rent a U-Haul truck need help Resolution Sought Not whole good customers accountable because they know someone that may have old U-Haul money. I'm not responsible and no one else is responsible for other people action.

Company Response

7/15/2025

Per consumer: today Beverly from U-Haul contacted me and said that I'm OK they have cleared the mistake. Thank you for your help and getting this taken care of.

7/13/2025

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $13.00 Amount Settled: $0.00

Customer Complaint

6/30/2025

My problem is uhaul took. Out 13.00 off my debit card without calling me or asking me,my bank account is in -8.00 now , so have to get new debit card and block old one Resolution Sought Refund I don't know, they shouldn't do anything without my permission

Company Response

7/1/2025

July 1, 2025 U-Haul Ref: 5355567 Thank you for your concern for our customer Ms. Cartwright. Ms. Cartwright's rental contract was closed with an outstanding balance of $82.30. This caused a promissory note to be created, and a $30 service fee is added if the balance is not paid within 7 days. Per the rental contract, U-Haul is authorized to collect payment for any outstanding balance; prior approval from the renter is not required. Until the promissory note is paid in full, the system will automatically attempt to collect payment on the balance due. If Ms. Cartwright wishes to pay the balance of $69.46, the $30 service fee will be removed. Payment may be made at https://www.uhaul.com/Payments3/. If she needs to make a payment plan, she may also speak to our Credit Administration Department at 1-800-826-9633 Mon – Fri 7 am – 4:30 pm MST. Our customers are very important to us and we regret hearing 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, Jennifer Vandervert e-Customer Service Agent Social Car U-Haul International

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