U-Haul 'billing issue' affecting self-storage customers

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U-Haul said a "human error" caused some customers to be double billed. (Source: 3TV/CBS 5) U-Haul said a "human error" caused some customers to be double billed. (Source: 3TV/CBS 5)
The billing blunder impacted U-Haul affiliated self-storage facilities like Sun City Self-Storage. (Source: 3TV/CBS 5) The billing blunder impacted U-Haul affiliated self-storage facilities like Sun City Self-Storage. (Source: 3TV/CBS 5)
Kathleen Tracey was impacted by the billing problem. (Source: 3TV/CBS 5) Kathleen Tracey was impacted by the billing problem. (Source: 3TV/CBS 5)
PEORIA, AZ (3TV/CBS 5) -

Some customers at U-Haul-affiliated self-storage facilities are out hundreds of dollars due to a big billing blunder.

The company said the "billing issue" happened on Jan. 26 and is a nation-wide problem.

In a letter to customers, U-Haul said the affected customers were mistakenly doubled-billed as a result of "human error."

U-Haul assured its customers that the issue was immediately identified and addressed and stresses that no fraud occurred and customers' information remains "completely secure."

We spoke with one Peoria woman, Kathleen Tracey, who was affected and says she didn't even realize her storage facility, Sun City Self-Storage, was a U-Haul affiliate. She said 

"Some big company you didn't even know was affiliated with you basically, takes all your money and then they say it's not our fault. It's not fraud. We're gonna put the money back, it's too late. That's theft. They took my money and I want my money back!" said Tracey.

U-Haul said this issue is fixed and they are currently in the process of issuing refunds.  

Customers should see these refunds no later than Wednesday, Feb. 1st. 

Customers who are having billing issues can go to U-Haul's website.

U-Haul also provided more details about the billing problem in a letter to customers.

Copyright 2017 KPHO/KTVK (KPHO Broadcasting Corporation). All rights reserved.


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