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
14	Refuse to adjust, relying on terms of agreement
0	Unanswered

45 complaints against U-Haul International, Inc.

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4/28/2025

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $178.53 Amount Settled: $0.00

Customer Complaint

4/7/2025

I just rented my first apartment so I came to rent a U-Haul from the location nearest me. The address to the location is 25 S Erie Blvd, Hamilton Ohio 45011. I walked in and there was nobody inside to help me despite there being three employees working. They asked what I needed after I finally had to walk to find someone after calling the front desk two times. I rented a 20ft truck, he told me that whatever miles I don't drive of the forty miles would be reimbursed to my card, had me sign a document which he had lead me to believe was a receipt, handed me the keys and told me to make sure the miles on the paper match the odometer. They charged me for forty miles even though I only drove it for about twenty-five miles because I returned the vehicle to a location closer to where I moved to. I dropped the vehicle off overnight like it says you can on the website, then all of the sudden they charged me an additional $178.53 without my authorization. I called to request a refund and they stated that I had signed a contract that said I was to return the vehicle to the location I rented it from. Nobody made me aware of signing any kind of contract or any additional charges, if anything I was expecting money to get sent back due to me driving fifteen less miles than they charged me for. They denied my refund request and I felt I needed to report this because I feel that I was taken advantage of because of the fact I have never rented from them before, I would like a refund. Resolution Sought Give me my refund

Company Response

4/15/2025

April 15, 2025 BCA ID: 99035754 U-Haul Ref: 5235364 Thank you for your concern for our customer Mr. Todd. Mark Quinn, our President for our Cincinnati Regional Office, followed up on the information Mr. Todd provided. He informed our office he made two attempts to reach Mr. Todd, but was unsuccessful. He also left a message explaining the 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. Best regards, Maria Palmisano Sr. Field Support Representative U-Haul International

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.

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