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U-Haul International, Inc.

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Reviews U-Haul International, Inc.

U-Haul International, Inc. Reviews (6748)

Review: I made a reservation with the location on Dairy Ashford @Briar Forest(?) on Monday, 7.25.12 & received a reservation# & confirmation email, then received a call today, 8.2.12, saying there was a problem with the truck & now I HAVE to drive to this other location to pick up the truck. This "problem" wasn't my fault and so I feel it should be resolved by the company with out inconvenience to me!!!! And this is TWO days before my move!!! These are not good business practices!!!!!Desired Settlement: I want the 17' truck promised me to be ready AT the location I reserved it at AT the time I asked for it! This doesn't seem like a lot to ask!

Business

Response:

August 16, 2012

Thank you for your concern for our customer Ms. [redacted].

Ms. [redacted], Senior Staff for the U-Haul Company of Houston, followed up on the information Ms. [redacted] provided. She informed our office she contacted Ms. [redacted] and discussed her concerns. She offered her apology and also advised her of a refund for $29.95 she issued back to Ms. [redacted]'s Master Card account. The credit should post on her next credit card statement.

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

Review: I picked up my UHAUL and car trailer from the Hogansville, GA location. A worker put my car on the trailer with my front tires riding on the ground. I drove back to my house (that I am moving out) to pack up. My neighbor then came out and stated that my car was on wrong and that I could blow out my transmission. I then proceeded to move my car off, and my car wouldn't even start. I had it towed to my dealer and they told me that my transmission was blown. I then called UHAUL back and they told me to call customer services. I spoke with [redacted] and he gave me a very hard time. He stated that there was nothing he could do and to call the insurance number that he provided. I stated that my car was not going to get fixed until Tuesday and that I no where to go because I needed to be out by Saturday. He was rude and just unprofessional. I then tried calling customer service again and spoke with [redacted] and she too did not help me at all. UHAUL has given great frustration that they caused by putting my car wrong on the trailer. I am not going to be homeless for three days because of this. Next time I move I would go through another company ([redacted]) because of the disappointment that I had with UHAUL.Desired Settlement: I would like to have my UHAUL paid for, and for any troubles (hotel charge) that I have along the way until my car is fixed.

Business

Response:

February 26, 2014

Revdex.com ID#: 9937050

U-Haul Ref#: 552641

Thank you for your concern for our customer Ms. Moses.

[redacted], our Executive Assistant for our Southern Georgia regional office, followed up on the information Ms. [redacted] provided and sent her the following email:

Hello Ms. [redacted] My name is [redacted] and I am the Executive Assistant with U-Haul Company of Southern Georgia, which is the regional office in Columbus, GA. I was given a copy of your complaint, along with a copy of your letter to the Revdex.com, so I could better research your complaint. I called for you earlier in the day to ask you a few questions for clarification, but was only able to leave a message. Then I decided email might be a better way to communicate, since most people seem to communicate this way nowadays. First, I need some information about who you have already spoken with at our insurance company so that I can get some additional information from them. Please provide the claim number, the agent's name and his/her phone number so I can get the status before proceeding with any reimbursement on our end. Our Area Field Manager, [redacted], who is over the dealership where you rented the truck and tow dolly, spoke with [redacted] who was assisting you the day of your rental. She stated to [redacted] that the tow dolly would have damaged your car if it was loaded the correct way (since your front bumper was so low) and both she and yourself saw that. [redacted] told [redacted] that since you were the one who suggested turning your vehicle around, pointing the other way, she did it for you. We apologize that [redacted] did not know better - that if she did as you suggested - it could possibly damage your transmission. I'm certain that our insurance company is checking with your repair facility to see if towing that short of a distance actually did cause any damage to your vehicle. If so, I know they will take that into consideration when making their final decision. I also read in the notes, that you and your family were put up in a hotel in La Grange, Ga. by our emergency roadside personnel, per our insurance company's direction. I'm happy to hear that you and your family had a place to stay after the closing of your house. At U-Haul we value our customers and make every effort to take care of them, not only before the rental, but afterwards as well. I am looking forward to hearing back from you soon! Regards, [redacted], Executive Assistant U-Haul Co. of Southern Georgia

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

I was planning to move some things from point A to point B as a one way trip. I called U-haul and asked if that was possible, they answered yes. I then reserved a van specifying my pickup location and a drop off location. Everything went through and I had my reservation. When I arrived to pickup my van, they told me when the van had to be back. I explained that I reserved to drop off at another location and they told me they don't do one ways if its considered a local trip. I then explained that I was never told that on the phone and there response was "they don't always know the rules as we do". I then asked why then does te website not inform the customers of that? They didn't have a reason. So I went out of my way to take a train to this pickup location so when I pickup the van, I can just walk home from the drop off location. But instead I had to go take the van back, and then take a train back home. If I would have been notified that this was their policy, I wouldn't have made this plan, I would have selected to start and end by my home. Their staff was very unprofessional while dealing with me as they kept leaving to go in the back to get food and eat behind the counter as I was waiting for phone calls from managers to get back to me when trying to sort out the problem.

Review: I reserved a truck rental for August 31, 2013 from Uhaul on August 14 thru their website, on the day of pick up we were told that the location we requested didn't have any 26ft trucks and we had to go somewhere else for it. When we arrived at the new location, the CSR [redacted] went outside got the truck number and handed use the keys. There was no walk around of truck, nor checking of mileage done. We returned the truck the same day and I received a receipt today showing a charge for $114.29 for the truck rental and 74 miles. There is NO way we went that far as the total distance from storage to old house to new house and back is 16 miles (per mapquest. My husband was the driver of the car and he had a passenger that stated this also.. I have gone thru store level, [redacted], district manager, David and also customer corporate compliants, [redacted]. They have offered $30.00 as a refund, BUT I do not feel that is enough for all the crap I have gone through today.Desired Settlement: I would like to request a refund in the amount of $56.30 as the truck rental was $39.95 plus $.89. We only went 16 miles so the correct amount should have been $59 for the entire cost.

Business

Response:

Thank you for your concern for our customers Mrs. [redacted] and Mr. [redacted], whose name actually appears on the rental agreement.[redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mrs. [redacted] provided. She informed our office, in addition to the previous credit for $30 refunded on September 3rd, she issued a supplemental credit for $56.30 back to the same [redacted] account listed on the rental agreement. The credits should post on their next credit card statement.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,[redacted]Executive AssistantU-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: My boyfriend and I booked a 14' truck a month before our move to Calgary Alberta from Vancouver B.C. When we went to pick up the truck, all 6 tires on the vehicle were completely bald, to the point that their cords were showing. We immediately told the UHaul representative that we would not sign for nor would we drive that vehicle off the lot until the tires were changed. He did not help us, he just went and helped another customer. I called a number of different uhaul numbers, including the roadside assistance number on the side of the truck, they told us there was nothing they could do that day, and that there were no other vehicles available. They promised me that they would have someone at the vehicle at 7am the next morning to change the tires, I had asked that since I was not driving the vehicle back to my house, that he could have someone call me when they are at the vehicle to change the tires. At 830 am the next morning, I had recieved no such call. I finally got through to someone else at uhaul, and there was no record of our vehicle needing tires changed, so no one was dispatched. I asked them to dispatch someone, no one was at the vehicle until 11am. I was supposed to have the truck loaded the night previous, and I was supposed to be on the road at 5am that morning. When we got the the vehicle they needed us to move it so they could change the rear tires, when we went to start the vehicle it was dead. We had to jump it twice. The kal tire guy who was changing the tires was shocked at the state of the vehicle, and gave me a work order outlining how terrible the tires were. When we finally got loaded and on the road (a day later), when we went to fill up the vehicle with gas, the gas tank leaked. There is a whole in the top of the gas tank. I called uhaul numerous times to complain about the issues with the truck, they told me to complain when I returned the vehicle. When I returned the vehicle, the guy could take my complaints, I had to phone in.Desired Settlement: I would like 25% of what I paid returned to me. I have recieved terrible customer service from U-Haul, and I have pictures and a work order from Kal-Tire proving that the tires were unsafe to drive around the city, let alone to another province. Uhaul has been unhelpful, and keep passing me around. I lost a lot of money in time, and gas due to the appauling condition of this vehicle. The ride was incredibly rough, because the vehicle also needed a wheel alignment. Kal Tire Work Order [redacted].

Business

Response:

June 26, 2012

Thank you for your concern for our customer Ms. [redacted].

Ms. [redacted], our Executive Assistant for the U-Haul Company of British Columbia, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] an email offering her apology for the difficulties she experienced. In an effort to provide customer good faith, Ms. [redacted] issued a credit for 25% of the rental, or $258.25, back to Ms. [redacted]'s credit card. The credit should post on her next credit card statement.

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. The business has refunded me 25%, as requested, this compalint is now closed. Thank you for your help.

Regards,

Review: I had started a reservation with Uhaul in Niles, Michigan. The reservation was originally suppose to begin at 9:00AM, When I arrived at the pickup location I was told a vehicle would not be available until after 1:00PM. When I finally did get the vehicle, moved my belongings to Chicago, Illinois, and was ready to return my vehicle to the pre-designated dropoff location in Chicago I was told that there was no room for my vehicle and I would have to take it to a new location about a mile away from the original location. When I arrived at the second location I was told the same thing and given a third location about 3 miles away from the second. When I arrived at the third location, the location was closed and without a key drop box. I called uhaul and was given a fourth location on the other side of the city. During that phone call I was told I would be reimbursed for my time and inconvenience. I dropped off the vehicle and had to take a $35 cab ride back to the area where my original drop off was designated. I filed my complaint with uhaul on 9/15/13 and was told I would be contacted within 3 business days. On 9/23/13 I was fed up with waiting for a response so I called. On my first attempt I was told my request was denied. I could not believe that so I called back, On my second attempt I was forwarded to a answering machine. On my third attempt, I was given the silent treatment after expressing my disapproval with the tone of the operator. She stated "I don't want you to think I am aggressive so I am not going to say anything more to you" very mature of them right? On my fourth attempt speaking to a regional manager, I was offered a gift card and then told there was nothing more she could do. She became frustrated with my attempt to speak to her supervisor and hung up on me. On my final attempt I was on the phone with them and had been on hold for 23 minutes and then the line was disconnected. I am beyond frustrated and have.Desired Settlement: I would like a full refund of my entire reservation.

Business

Response:

September 27, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. [redacted].

Our records indicate a refund for the $50 Reservation Guarantee Fee was issued back to Mr. [redacted]’s [redacted] account along with a refund for $50 as an adjustment on his rental. Both credits should post on his next credit card statement.

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have only received one credit of $50 to my account for the pick-up guarantee. To be quite frank, I am extremely unsatisfied with an additional $50 credit for the inconveniences I was caused in trying to return the vehicle. I had spent nearly 2 hours trying to find a drop off location that would accept the vehicle and spent $35 on a taxi to get home when I finally did find a location that would accept. The drop off location designated on the contract would not accept the vehicle. A contract is a written or spoken agreement, esp. one concerning employment, sales, or tenancy, that is intended to be enforceable by law. Uhaul's contractual obligations in providing an accurate drop off location were not met. Therefore, I feel entitled to a full refund.

Regards,

Business

Response:

October 3, 2013

Revdex.com ID#: 9734595

U-Haul Ref#: [redacted]

Thank you for your continued concern for our customer Mr. [redacted].

We acknowledged the inconvenience Mr. [redacted] experienced with his U-Haul transaction by making an adjustment on his rental. We need to consider he did complete his move with the U-Haul truck traveling over 100 miles. In an effort to show customer good faith, a supplemental refund for the $35 cab fare was issued back to his [redacted] account and should post on his next credit card statement. Mr. [redacted] mentioned he’s only received one credit on his account. Depending on the cut off date of the credit card companies statement, it’s possible both $50 credits did not post on the same statement, however, I did confirm they were processed.

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,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have only received two $50 credits and then was charged $9.94 on top of the $195.04. As far as Uhaul's "consideration" that we did manage to complete are move, I would like to ask if you had paid for a service and then was denied the services you had paid for that were stated CLEARLY in the contract - Let me remind you that a contract is a legally binding document - would you not ask for your money back? In our contract it listed a drop off location that refused us (I think this is the 25th time I have stated my case) As of right now I am fed up with Uhaul as a company. I have been disrespected as the customer and Uhals "considerations" are adding salt to the wound. I am prepared to follow up with all the media outlets with this story as I am not the only person complaining about Uhaul these days as was made apparent on their Yelp accounts. As of today, I am in contact with The Chicago Tribune's Problem Solver unit as well as the Chicagoland NBC affiliate's investigative consumers. If Uhaul was a well managed and run company they would have taken care of this by now and they would not have me corresponding with someone's assistant about this matter.

If you would like to resolve this, all I am asking is a full refund. Fair is fair. If not, I will proceed until I feel my rights as a customer have been satisfied.

Regards,

Review: Rented a truck on 11/28 6pm returned truck aprox 8pm uhaul charged a total amount of 75.00 to my checking account, total charges were only 47.34 when I contacted uhaul on 11/30 I was told my bank was holding 75.00 and that uhaul only charged 47.00.After my bank verified that uhaul indeed charged 75.00 I called back and spoke with [redacted] after I explained my issue he in a very unprofessional manner advised "dude (which was offensive being im a female paying customer) im helping a customer.I waited 10 min and spoke with a woman named [redacted] who tranferd me to an arizona company. I have disputed charge with my bank but did opt to pay the correct amount of 47.34 .I feel this is a form of theft over charging customers and forcing then to resolve the issue is unfair,and to refer to customers as dudes is beyond me if this uhaul is a member you should reevaluate their rating.I will never do business again. Because of this charge payments for bills will not go through I will seek any punitive damages or charges accrued as a result of this unauthorized chanceDesired Settlement: Repayment of any over draft fees accrued on account.Also would like my complaint placed on their website customer review content so that customers get a fair idea of this business as Revdex.com intenand an apology for the inconvenience and poor customer service

Business

Response:

December 5, 2012

Thank you for your concern for our

customer Ms. [redacted].

Ms. [redacted], our Executive

Assistant for the U-Haul Company of Las Vegas, followed up on the

information Ms. [redacted] provided. She informed our office she spoke to

Ms. [redacted] and Ms. [redacted] relayed that her bank released the funds that

were on hold. As we value Ms. [redacted] as a customer, Ms. [redacted] sent

her a $25 VIP Certificate that can be used toward a future purchase

or rental on the many products and services U-Haul has to offer.

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,

Executive

Assistant

U-Haul International

Review: On May 28, 2014, I had a uhaul trailer hitch installed by a uhaul technician at [redacted]. Contract # [redacted]. I paid the additional cost for the Lifetime Hitch Warranty provided by uhaul. On June 23, 2014, I rented a 4x8 uhaul trailer, contract # [redacted]. On June 29, 2014, I was traveling through Arkansas on Interstate Rt 40W, towing the uhaul trailer, when one side of the uhaul installed hitch came loose causing the uhaul trailer tongue to fall to the ground. I immediately pulled my car over to the shoulder. Upon initial inspection, I noticed that the hitch was installed to my metal frame on the passenger side but the driver side (the side which came undone) was installed to my plastic bumper. I also noticed that the trailer mount got caught underneath my vehicle, damaging my bumper ever further and puncturing a hole in my spare tire compartment. I called uhaul roadside assistance and was told by [redacted] (he refused to provide me his employee id or extension) in Phoenix, Arizona. He informed me that it was my responsibility to get the disabled trailer to an authorized uhaul dealer. An Arkansas Highway Patrol officer pulled over and provided me with the state's service of removing disabled vehicles from highways. The tow truck driver unhooked the uhaul trailer and towed it to the next exit and left it there, as required by state law. The tow truck driver informed me that the area was not the safest area, but he was required by state law to leave my vehicle. I proceeded to spend over 4 hours calling uhaul's emergency hotline to explain the situation and have them send a tow truck to tow the trailer to a uhaul dealer so they can fix the hitch they improperly installed. I eventually spoke with a manager, [redacted], employee id [redacted]. She was very rude and apathetic. She showed absolutely no concern for my well-being, even though I informed her that uhaul's service technician's improper installation caused me to be involved in an accident and that I had been sitting in an unknown and unsafe area for over 4 hours. She told me that even though I purchased the hitch, the lifetime hitch warranty, and had the hitch installed by a uhaul technician, uhaul was not responsible for towing their disabled trailer. She informed me that it was my responsibility to either take my vehicle and the broken hitch back to [redacted] (where I had the hitch installed) or bring my vehicle and the trailer to Memphis, TN, at my expense. I informed her that it was impossible for me to do either as the trailer was unhooked from my vehicle in order for the tow truck to tow the trailer. She told me that she could send out a tow truck to tow me to Memphis, but at my expense. I asked to speak with her manager, at which point the call was disconnected. I never received a call back even though she was provided with my call back number. Frustrated with the situation and uhaul's complete and utter lack of concern for their service technician's negligence and for the well being of myself, my passenger, and my cargo, I called a tow company and had the trailer towed to a hotel in Forrest City, AR, at my expense. Uhaul has yet to contact me regarding this matter even though I filed an accident report with them.Desired Settlement: I would like to be reimbursed for the towing expense to the hotel in Forrest City, AR and for the cost of the hotel room. I would also like the hitch to be installed properly and the damage to my vehicle repaired, at uhaul's expense. I would also like an explanation of why both [redacted] and [redacted] insist that it is my responsibility for the service technician's (that uhaul hired) negligence in installing the trailer hitch properly.

Business

Response:

July 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted].

[redacted], our Executive Assistant for our South Philadelphia regional office, followed up on the information [redacted] provided and sent him the following email in response:

Hello [redacted], We apologize for your inconvenience. Understand how frustrating this may have been. We will like to cover your hotel expenses and cover 50% of the rental cost. If possible could you email me the reciepts for the hotel. Thank You.

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

As of 4:00 PM EST, July 17, I have not received any reimbursement.

Regards,

Business

Response:

July 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted]

Our records indicate the refund for $350.87 was issued back to [redacted] Visa account on July 15th. The refund should post on his next credit card statement.

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,

Executive Assistant

U-Haul International

Review: I reserved a 6x12 utility trailer with a credit card to be pick up on the morning of 11/10/12. when I arrived at Uhaul they took my info and I paid for it and went to the back lot and as I did I saw the trailer that I had reserved being pulled out by another customer. One of the Representative came up and pointed to an enclosed trailer I told him I was suppose to be getting a utility trailer and he said I needed to go back inside. I went back inside and spoke to one of the representatives and they told me that the enclosed trailer where called utility trailers. I told them that I wanted on not closed in and they said that my reservation was for a utility trailer and that was the closed type. After we battled back and forth about what I had ordered they said they did not have one but one was available at another location so they made the reservation. when the gave me the reservation form it said 6x12 utility trailer and I said that is what I ordered and the guy started back pedaling and stuttering. I noticed a sign on the wall that said they guarantee to have the right equipment reserved or $50 back I asked about this and the guy said he would have someone call me back today. I left and got my trailer from the other location. On 11/15/12 I called Uhaul customer service and spoke to a woman and informed her of my complaint. She told me that the store where I was suppose to call the day before my scheduled pick-up and confirm my equipment. but no one ever did. and she stated that since no one call me to confirm that the guarantee was not valid. That is crazy because the all they have to do is never call and then they would never have to honor the guarantee. she told me that she could forward my complaint to upper management and they would email me by 11/1912 but no one has contacted me. I feel they should honor their guarantee and give me $50 since they did not have the trailer that I had reserved with a credit card.Desired Settlement: $50 because they should honor their Guarantee. It's not my fualt they did not call to confirm and then they tried to cover it up and make it my fualt.

Business

Response:

December 4, 2012

Thank you for your

concern for our customer Mr. [redacted].

Ms. [redacted], our

Executive Assistant for the U-Haul Company of East Sacramento,

followed up on the information Mr. [redacted] provided. She informed our

office she sent Mr. [redacted] an email offering her apology for the

inconvenience he experienced and also advised him of a check she

issued him for the $50 Reservation Guarantee Fee. He should receive

the check within the next 10 business days if not already.

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

Review: On 7/4/12, I made an on-line reservation for a trailer rental though *-[redacted].com. As requested, I received a confirmation for trailer pickup on Sunday August 12 at 9:00am. On 8/4/12 I received another "confirmation" e-mail stating that the trailer reservation had been changed to 11:15am, with pickup at a different location. I called u-Haul on [redacted] on 8/5/12, where the trailer had initially been reserved. The worker, John, stated that the request had been changed on the web site and the trailer that had been reserved for me has now been reserved for someone else. I assured him that I did not change the reservation, but he was unable to tell me who did make this change. The 9am pickup time is essential for this day's work for me. He offerred a larger trailer, but this is too big for my car. An open trailer presents too much risk of rain. All I am seeking is tht U-Haul abide by the reservation they made for me on 7/4/12. Confirmation # [redacted].Desired Settlement: Make rental available as scheduled on 7/4/12.

Business

Response:

August 17, 2012

Thank you for your concern for our customer Mr. [redacted].

According to Mr. [redacted]' rental contract, we provided him with the size trailer he requested, at his preferred pick up location and at the time he requested.

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

I reserved a ten foot truck last weekend and this one. I was told last weekend that none were available and try again. Even though I was able to reserve it. And this one, they called me Wednesday to tell me the truck was no longer available since they let someone else take it one way. They said they have another one twenty five to fifty miles away. I explain how much more money that will be and they book a nine foot utility van. I ask about the clearance, he says 5 feet high, and before I can tell him that won't work, I get cut off because of my kids. I call back less than three minutes later and wait on hold for fifteen only to be told there is no ten foot truck, I never reserved a ten foot truck, and there will not be a reservation for me now. It gets cancelled and I ask to be transferred to customer service. THEY tell me that they should never have cancelled it. And sends me to scheduling, who tells me they have a ten foot truck but only if I can do a 4:30 pickup instead of the 9am that I needed. I have one day to do this and this is what they do?? They "guarantee" the equipment, but they can't even do that here (and I doubt their monetary guarantee will actually ever be honored). I've never had a good experience here. It's too late in the week to find a new truck from anyone! And this is the second time in a week's time that they've done this to me. I hate this company more than words can say! The only way they are still in business is that there isn't anyone else. If I could avoid this company for the rest of my life, I would. And I will work on making that a solid goal in my life from now on, as well as to tell everyone I ever speak to about how wretched this experience was.

Review: U-Haul employee informed me that my U-Boxes would be weight and I would receive a weight ticket upon request. I have called and my husband has called for these tickets. And now U-Haul is informing me that it was my responsibility to weight my boxes long after the fact. Now I won't be getting my payment for moving.

Our U-Boxes didn't arrive on time. When they did arrive we weren't informed of their arrival.

There was charges to the incorrect visa card. After being told it was fixed.

Emploee says this is the first time anything has gone wrong in 4 years. Its not our company. Stating that it was me not them.Desired Settlement: This is the third thing this company has done during our move. Multiple months of calling and trying to fix what they have done. And more stuff keeps coming up. I'm am tired of calling and fixes their mistakes. This company hasn't done anything to fix all of the wrongs. I want a refund!

Business

Response:

January 20, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your continued concern for our customers Mr. and Mrs. [redacted].

[redacted], our Executive Assistant for our Central North Carolina Regional Office, followed up on the recent information Mrs. [redacted] provided. He informed our office he has been in contact with Mr. and Mrs. [redacted] by phone and will continue to research their concerns in order to reach a resolution.

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,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

While we appreciate the response given by Uhaul, their proposal to research the issue does not resolve anything at this time. If we accept this response then the Revdex.com will consider the matter resolved, which it is not, and we feel that to truly get any results from Uhaul the Revdex.com has to be actively involved.

Regards,

Business

Response:

January 28, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you again for your continued concern for our customers Mr. and Mrs. [redacted].

[redacted], our Executive Assistant for our Central North Carolina Regional Office, advised our office they have found no evidence supporting Mr. and Mrs. [redacted]’s claim. Mr. [redacted] mentioned that several inconsistencies in the version of events have been brought to his attention. Mr. or Mrs. [redacted] claimed to have attempted to submit their existing paperwork to the military for reimbursement, knowing that a weight ticket was needed and have run into a block in having their reimbursement approved. It makes no sense for them to come to us at this time to obtain a weight ticket that they state was initially promised to them. Mr. [redacted] withheld from Mr. [redacted] that he was no present for the initial contract as he was deployed. The contract was handled by his wife. This information does not match the number of details explained to Mr. [redacted] previously. Our U-Haul Center staff advised Mr. [redacted] that Mr. or Mrs. [redacted] relayed a female employee promised a weight ticket would be obtained, however, they told Mr. [redacted] that a male employee promised the weight ticket. After a careful research of the information and the fact that much of the details are contradictory, combined with lack of any evidence to support their claim, we have reached the decision to decline any form of reimbursement to Mr. and Mrs. [redacted].

Thank you for bringing this matter to our attention and for your continued support.

Sincerely,

Executive Assistant

U-Haul International

Review: I rented two U Boxes in [redacted] and had them shipped to the U Haul Moving and Storage on [redacted]. I have never received a receipt for this despite providing my credit card number to personnel at the [redacted] location and being told I would receive one via email. I have also emailed U Haul customer service requesting a receipt and they, too, failed to provide one.Desired Settlement: I need an itemized receipt mailed (not emailed) to me for the above-referenced purchase.

Business

Response:

August 19, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted].

[redacted], our Traffic Manager for our [redacted], followed up on the information [redacted] provided and sent him the following email in response:

[redacted], My name is [redacted] with the [redacted] regional office. I also left you a voicemail to clarify the card numbers on file. I will email over what I have so far which can also be seen on your [redacted] using your reservation number [redacted] and your last name. If this is not sufficient please let me know. I do apologize for the confusion as we thought you already received your receipts. My email address is [redacted] and my phone number is [redacted]. Thank you, [redacted]

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: February 14th, 2013- I made a reservation for a 26ft truck, with the $14 Safegaurd, one utility dolly and 2 movers via the U-haul [redacted] service in [redacted] SC at Carolina Activities to be picked up at 12:30 on 3/1/2013.

On the afternoon of 02/28/2013 I received a call from the U haul Savannah office that there were no 26ft trucks in my area until Monday and I could be offered some discount if I took that reservation on Monday. As this did not work for me, the reservation was cancelled.

On the morning of 3/1/2013 I called the same U-haul office back to check if a smaller truck was available as I had already come down from Virginia to move expecting to have the truck I booked a few weeks prior. The office told me all they had was a 26ft truck in Savannah, something that they did not tell me was available the day before when my reservation was cancelled.

I called the movers to pick up the truck because it was now too far out of range for me to pick up and I did not think it safe to drive through a city I did not know 8 months pregnant. The mover who picked up was [redacted] of [redacted] of Savannah who I hired through the U-haul [redacted] service.

3 Utility dollies, a furniture dolly, and 60 furniture pads were placed on the truck that I did not order. When I called U-haul location and said I had not placed an order for those items they told me “the mover already left with the truck and it was too late now”.

Once the truck was loaded it would not start. A mechanic was called and it took an hour and half for him to arrive and then the repair time so we sat there for over 2 hours with movers on the clock getting paid by the hour unable to do anything. At this time he stated it was a very old truck, it never should of left the lot in the condition it was in, we shouldn’t take it over 40mph, also it should be left running once we got to the location as it was likely to not start again. He also said the cargo lights were left on and it drained the battery but there were no lights that had been on, nor did a light in the truck indicate that the cargo light was on. We told him this and it was chalked up to being a very old truck. Also, the cargo lights turned off automatically every hour as not to drain the battery anyway so that did not make sense as why the battery would be drained. Once running, the truck shook very hard when driven and while idling.

I was not able to go to my second storage unit and complete my move because of the delays and the worry of a faulty truck not making it.

When we arrived at my house for unloading the truck had to be left running which ate up plenty of fuel as was advised by the mechanic who came out.

Finally, when it was time to return the truck it over heated on the way back and could not be driven for another 2 hours. No mechanic was called this time because there was nothing he could do besides telling us to let it cool down. When [redacted] put gas in the truck he mista[redacted]ly put diesel fuel in it and I am not disputing this charge with U-haul. However, I do not think I should be liable for gas when I could not shut the truck off to begin with, or be liable for the truck rental/mileage for the defective equipment I received. Plus, I should have some sort of reservation guarantee. I also do not think I should pay for the dollies I did not order, but I will agree to pay for the 48 furniture pads that we did end up using. I know it is usual protocol that dollies are supposed to be sealed and if a seal is not bro[redacted] you do not get charged for it because you did not use one, as has been my experience with U-haul in the past. None of the dollies were shrink-wrapped so there is no way to prove we didn’t use them. The only equipment that was used was the utility dolly (I had ordered) which I will not dispute. However, because I had to pay so much over for the movers who were unable to work due to the truck being bro[redacted] down and not being able to complete my job, I think the fuel mix-up and other charges should be waived.Desired Settlement: Refund

Business

Response:

March 7, 2013

Thank you for your concern for our customers Mrs. [redacted] and Mr. [redacted], whose name actually appears on the rental agreement.

Mr. [redacted], our GM of our U-Haul Moving and [redacted], followed up on the information Mrs. [redacted] provided. He informed our office he spoke to Mrs. [redacted] and explained when the mechanic that was sent out hooked up his jumper cables, the interior lights came on as well as the 2 lights in the back of the truck. The mechanic asked them not to shut the truck off to allow the battery to charge up. Mr. [redacted] relayed that the mechanic topped off all fluids before allowing Mr. [redacted] and Mrs. [redacted] to continue their move. He also relayed that all the dollies and pads were requested by the movers and although the pads were just thrown in the back of the truck when it was returned, they were not charged an extra fee to fold the pads. He advised Mrs. [redacted] that the fuel tank would have to be flushed due to the wrong fuel put in the truck.

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

No lights were left on in the truck, it was daylight when the truck was picked up and where never turned on. This was even relayed to the mechanic. The battery was not drained because lights were left on. I received a very poorly maintained truck that did not work and broke down TWICE and shook when driven. [redacted] also says it is a false that he "requested" additional items, he was told by U-haul I had ordered them when I had not.

Regards

Business

Response:

March 18, 2013

Thank you for your continued concern for our customers Mrs. [redacted] and Mr. [redacted].

Mr. [redacted], our Executive Assistant for the U-Haul Company of Coastal SC, reviewed the information Mrs. [redacted] provided. He informed our office he issued a credit for $100 back to the [redacted] account on file as an adjustment on their rental. The credit should post on their next credit card statement.

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,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: No Notification of additional POD drop off fees or of No Proration Fee PolicyPoorly informed Customer Service Representatives providing conflicting informationPickup request not processed as promised, POD dumped in parking lot instead of heated drive in facility Belongings in storage returned smelling of cigarette smokeManager has not bothered to respond to my concerns via phone or e-mail sent 2/10/14.

Product_Or_Service: UHAUL POD Storage

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I am requesting a full refund of February 2014 storage fees paid $80.00 as well as an additional $100 for time, energy, money and aggravation spent on laundering my stored posessions that were returned reeking of cigarette smoke. I have the e-mail sent to Lucy Aveen-West on 02/10/14, but was unable to transfer into acceptable file format. Have included receiept for initial service, only documentation I ever received regarding storage.

Business

Response:

March 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Ms. [redacted].

[redacted] our GM of our U-Haul Moving and Storage of Blaine, followed up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] as well as sent her an email explaining she issued her a refund for $80.29. Ms. Aveen-West also mentioned the U-Box was stored in a smoke-free warehouse, therefore, a refund for the cleaning will not be issued.

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I rented two uHaul vehicles for an in town move that was planned to take 2 days, on the morning of the second day I tried to unlock the driver side door. The key broke in the door lock and I was unable to enter or operate the vehicle. I called uHaul's emergency line and I was directed to call a local locksmith to make a replacement key.I called the locksmith, the locksmith extracted the broken key and attempted to make replacement keys using the key code provided by uHaul and the code located inside the truck. The replacement keys would not work because the ignition switch had a series of broken springs and wafers in the ignition switch (the old key worked still because it was extremely worn out). No matter what the locksmith tried they could not replicate a worn-out key to fit inside a broken ignition switch, so the next day uHaul sent out a tow truck that towed the vehicle back.The locksmith charged a $30 trip fee plus $184 for services & taxes, bringing the total to $214. The uHaul phone rep would not tell me if uHaul would pay for this repair. he stated I would have to work with the manager at the rental location. Uhaul at [redacted].Upon returning the 2nd truck on a Saturday the manager was not on site and nobody at the store was authorized to help me resolve the matter. We called the manager on his cell phone and he stated he would call me back on Monday and he didn't charge me for 2 days of rentals while the truck was broken down. Two weeks have passed, I have called the uHaul location 3 times - twice leaving messages, and I've stopped by once and the desk personell recorded my info on their "call log". The Manager ([redacted]) has still not returned my call or made any attempt to remedy the situatuion. I am currently out $214 for the locksmith charges that uHaul hasn't reimbursed/I'd appreciate any help [redacted] can offer.Thanks!Desired Settlement: $214 refund to cover repair cost I incurred.

Business

Response:

April 3, 2013

Thank you for your concern for our customer Mr. [redacted].

Mr. [redacted], our GM of our U-Haul Moving and Storage at [redacted]., followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and explained that his rental had been tremendously discounted. He was charged for only one rental period for each truck when in fact Mr. [redacted] had each truck for 3 days. The mileage was also discounted. Mr. [redacted] relayed that the discounts saved him $240.

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

Review: I Rented a storage unit for one month on September 29, 2012 for a friend. On October 28, 2012, the friend begin moving the items out of the storage unit. At this point, she was told that she had until the end of the business day on October 29, to have the unit cleared out. On the morning of October 29, 2012 a payment of $160.95 was taken from my debit card for storage for the month of November. My friend arrived in the evening of October 29, 2012 to remove the last items from the unit and was told told that she had until 7:00 pm to completely clear out the unit and close the account. At this time, she was unaware that the payment had already been taken.After removing all of the items, she approached the desk to close the account and was told that she would not be able to close the account because she was not the cardholder and that she was charged an additional month of storage.On the morning of October 30, 2012, I went in to close the account and asked for a refund of $160.95 and I was told that the account had been closed. I explained that my friend was told that I was the only person who close the account and he stated that because she made such a fuss, the account was closed. He also stated that because I paid for the unit with a debit card I was not entitled to a refund because the unit should have been cleared out on October 28, 2012. When I stated that my friend was there on October 28, 2012 and was given different information, he stated that his staff would not of known how payment was made, even though the cashier pulled up the information for my friend to give her the deadline. I have since learned that there have been several complaints and unsatisfied customers who have used this location for truck rental and storage.

Product_Or_Service: Truck Rental & Storage unit

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Refund of the $160.95 November storage charge.

Business

Response:

November 4, 2012

Thank you for your

concern for our customer Ms. [redacted].

Ms. Shawn McWilliams, our

Executive Assistant for the U-Haul Company of Northern CO, followed

up on the information Ms. [redacted] provided. She informed our office

she spoke to Ms. [redacted] and followed up with an email offering her

apology for the way her situation was handled at our U-Haul location.

Ms. McWilliams assured her she would be addressing the issue with

our GM of our U-Haul Center to ensure proper procedures are being

followed locally. She also advised her of a refund and sent her a

copy of the refund receipt for her records. Ms. McWilliams thanked

Ms. [redacted] for choosing U-Haul and asked her to feel free to

personally contact her for any future assistance.

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

Review: WARNING: UHAUL WARNING. Do Not Waste Your Money,Time and Energy!I tried to be a customer,I quoted online and was told exactly What I wanted was available in my city, so then I arranged a truck To be able to use the trailer I needed to rent,which wasn't cheapIn any way to accomplish.Then I called one of the two uhaul's in town And was told there were no tow trailers,so I naturally assumed theOther must have one and went there all gassed up n ready to go exceptWhen we came in and asked she told us no and she looked up the closest One that was over an hour and 1/2 away but the car 4 wheel trailer wasAvailable only 20 minutes away,so I'll make due with that mistake and Drive further after going thru all the hoops and license numbers andthe whole shibang. Now finally we got to the other city's uhaul and Have to go through it all again,took credit info n all and then said That the hummer h3 isn't capable of having the uhaul trailer on it.Which is ridiculous. So I call to find out what's going on and IAsked why I don't have trailer and I verified online when in realitythere was no trailer turntable by the vehicle that was verified onlineAnd then at the office then denied,having all car info in their system.Anyway the end result was them saying I could drive another 2hr away toPick it up. I had too much faith in uhaul and it ended up taking all morningJust to be get nothing done. UHAUL WILL LIE TO YOU AND PRETEND THEY HAVE WHAT YOU WANT SO YOU HAVE TO GO WHERE EVER WHEN YOU ALREADY ARRANGED TO DO EXACTLY THAT,movingA car in my case, uhaul sucks big ones and I'll never go to them ever again in my LIFE.Desired Settlement: I FEEL A FREE USE OF ITEM I INTENDED TO RENT,to compensate for all the time,energy and especially money that was wasted because of Uhauls unreliability to me and the customerIt is fraudulent to say you can do rent an item online then switch location when the customer arrives because you never actually had ITEM that was advertised online. This is FRAUDULENT!!!Disgusting business practices!

Business

Response:

December 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Dr. [redacted].

[redacted], our Executive Assistant for our Inland Northwest Regional Office located in Spokane, followed up on the information Dr. [redacted] provided. She informed our office they spoke to Dr. [redacted] the day of his rental. He was advised that the wrong hitch weight was input into the system at the time of his reservation, therefore, consequently the vehicle did not pass the pre-tow inspection. His vehicle could only tow our Tow-Dolly and not our Auto-Transport. A refund for the $50 Reservation Guarantee Fee was issued back to Dr. [redacted]’s [redacted] account. The refund should post on his next credit card statement.

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

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: About over a month ago 8/27/12 I rent a unit to store all my belongings and less than a month started to rain and when I went to pick up some stuff in my unit the insulation was torn and most of my belongings wet some with water still on them. I brought this to the attention of the manager [redacted] and he said he will call to be repair or ceiling replace so far is a month since I reported caaling a few times going and tell them when this will fix and even I sent a complaint to the general manager and no repond every time I talked to this person [redacted] it seems he does not care if my belonging got ruin.I think this is no way to carry a business.So I am contacting you to see if you can do anything about this problem I been paying my rent on time everybody deserve a good customer service and it seems this is not the case.Thank you very much.Desired Settlement: I just want them to replace the ceiling insulation because I cannot move my belongings they are too heavy I dont have help to move all my furniture to another unit unless they do it for me.Thank you very much.

Business

Response:

October 23, 2012

Thank you for your

concern for our customer Mr. [redacted].

Ms. [redacted], our

Executive Assistant for the U-Haul Company of [redacted], followed

up on the information Mr. [redacted] provided. She informed our office

that Mr. [redacted] was contacted and advised that the repair to the roof

in the storage unit has been repaired.

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

Business

Response:

November 28, 2012

Thank you for your

continued concern for our customer Ms. [redacted].

Ms. [redacted], our

Executive Assistant for the U-Haul Company of [redacted], reviewed

the information Ms. [redacted] provided. She informed our office that

our Facility Maintenance Technician, Mr. Alfredo Garcia, spoke to Ms.

[redacted] and agreed to meet her at her storage unit to access any

necessary repairs.

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,

Executive

Assistant

U-Haul

International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Thank you for all your help.But honestly this business has not done the perfect to fix this problem Yes I met with this person and he not even had the right tools to fix the insulation he put black tape to try to patch part of it but it looks so bad he not even finish or did the job to my satisfaction he told me he was going to call me back to come back and re do it but never did.So I am not happy with this job performance so unprofessional.I could had done it myself and better.So really not happy and they not contacted me .

Regards,

Review: My husband I rented a UHaul in [redacted] to move all of our belongings back to [redacted] because he deployed at the end of May 2014. On our way traveling back to [redacted] we encountered terrible thunderstorms. When we were unpacking the belongings that were in "Moms Attic" part of the truck we noticed that the boxes and belongings we sitting in puddles of water. And all of the blankets that were covering our belongings near "Moms Attic" were soaked. We have water damage to the box of our subwoofers, two coach purses have water damage from being in a soaked box, a tv stand is warped, and boxes of dry goods including tastefully simple products were soaked, other boxes had clothes that had to be washed. Online the Safemove coverage that we purchased states that "Safemove provides protection for the rental truck and everything inside it,(including cargo, drivers, and passengers)" They do not check the trucks to make sure they do not have damage. If we knew that they didnt properly inspect their trucks we would have never rented a truck from them.Desired Settlement: We want our money back for all the damage they caused because they do not properly inspect the vehichles that they are renting to customers.

Business

Response:

Thank you for your concern for our customers Mr. and Mrs. [redacted], our Area Manager for our Northern [redacted] regional office, followed up on the information Mrs. [redacted] provided. He informed our office Mrs. [redacted] filed a damage claim with RepWest Insurance Company. He recently left a message to call back if she had further concerns.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,[redacted]Executive AssistantU-Haul International

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Description: Truck Rent & Lease, Storage Units - Household & Commercial, Storage Units - Portable, Moving Assistance - Packing, Unpacking, Organizing, Gas - Propane, Truck Equipment & Parts, Packaging Service, Trailer Hitches

Address: 2701 N. Reynolds Road, Toledo, Ohio, United States, 43615

Phone:

+1 (870) 932-6891
+1 (417) 839-6080
+1 (478) 757-4969
+1 (419) 536-9253
+1 (800) 986-3667
+1 (727) 799-9922
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Website:

www.jonesborooverheaddoor.com


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