Customer Reviews for R&A Auto Sales & Service
(U-Haul Neighborhood Dealer)

Rating:

1.0

I chose UHaul on the strength of their national branding and their advertised rate of $19.95/day for an in-town rental of a cargo van. After additional services, fees, and mileage, my final bill was close to $150. The insurance coverage and other fees should have been part of the advertised price, not hidden add-ons. Rating R&A Auto Sales & Service: 0 Stars. The lot is a mess. Crumbling concrete, dilapidated building, most of the vehicles in their lot have flat tires and obviously haven't been operable in weeks or months, weeds and overgrowth, litter and garbage everywhere, make the place feel abandoned and unsafe. My biggest complaint though is that the vehicle checkout experience through the UHaul App was terrible. The app crashed every time I tried to upload a photo taken from the front camera, and it took over an hour on the phone to work through multiple issues with customer support, including about 20 minutes waiting on hold. Since no one was at the location I could only get help over the phone. I eventually figured out that I could only upload images taken through the selfie camera, I suspect the file size of the higher resolution main camera was too big to upload successfully, but the application doesn't handle this gracefully at all, and just crashes and dumps me back to the start of the process to try again to take a photo. Taking pictures of my driver's license with the selfie camera was almost impossible because framing and focusing when you can't look at the screen is extremely difficult. I had to hold the driver's license in front of my face and take a selfie in order to get a clear enough picture for them to accept. The application should have had functionality to check the image size before trying to upload, and allow the user to resize the image until it could be uploaded. That would have avoided all the frustration. Doing as much of the vehicle check-out process in advance would have alleviated the problems by giving plenty of time to resolve them before the day of the rental, and prevented a long delay that put me behind schedule and threatened to ruin my day's plan. Then opening the lockbox was difficult because the instructions were unclear. I had to dial in the combination, press a button, AND twist the keyway escutcheon, which was a well-disguised knob as well as escutcheon. It took me a good 5 minutes to figure out, and there should have been a sign with pictures that clearly explained how the lockbox was meant to open. Customer support eventually got me through this but it was a nightmare, delayed me by almost an hour and a half, and I was afraid I was going to have to walk back home and find another business to rent from, on no notice, on a Sunday, which would have ruined my schedule and my day. The van itself was great, fully fueled, in great condition, clean enough to use, reliable, and no problem to operate. The facility and the app experience were terrible. The customer support was doing their best but limited in what they could do, and I ended up figuring out the solution with the camera workaround due to having 25 years of experience in tech support, extreme patience and perseverance, and an ability to think outside the box. I am grateful that she spoke clear english and was on a good connection so that audio difficulties didn't compound an already frustrating problem. Apart from a very long hold time, I was satisfied, and appreciated their patience to do everything they could to help me with the multiple problems I encountered during this process. It would have been much better if the customer support had some alternative way to obtain the images that they needed, such as allowing me to send them as attachments via email. Lastly, no one told me that I needed to name an alternative contact in order to do a no-contact vehicle pick up. So I was unprepared for that, and had to do a last-minute call to my brother who was able to help me out, but if I hadn't been able to get a hold of him that would have stopped me from being able to get the vehicle, even though you had my name, my photo, my driver's license, my credit card info, and my signature. Had this been stated up front when I made the reservation, I could have planned in advance and ensured that he was available and willing to be my alternative point of contact, rather than having to call him while I'm standing in the middle of the parking lot with no one around, hoping it doesn't rain and I don't get mugged.

Rating:

3.0

The location is also a parking lot that used to store cars. It could be cleaned up and made more presentable.

Rating:

3.0

Driving compartment of van was very dirty

Rating:

1.0

Don't steal from the customer. Was the $16 worth it? It says I returned it this morning at 8:13am. I returned it yesterday at 2:30pm. How do I know it wasn't driven?

Rating:

5.0

Drop off was super quick. In and out in no tome

Rating:

1.0

I sent a review already. The vehicle was unsafe due to the rearview mirror being taped and damaged. The truck was dirty with debris and smelled like marijuana. There was horrible customer service and they just seem to be worried about billing and the communication was unclear via text message, they changed the drop off location and I had to spend my own money to Uber and take it to another location and Uber home

Rating:

2.0

Truck was not clean when we received it, dirt and wrappers on the floor and red bull can left in the cab. The truck also smelled like an ashtray.

Rating:

3.0

The UHaul appeared clean, but there was dog hair behind the seats and when you put down the center seat the center console was dirty.

Rating:

4.0

Friendly location. Easy and pretty fast service. Thank You.

Rating:

3.0

Small parking lot but the drop off process was quick and easy

Rating:

5.0

A customer would need to know that there's no customer parking available here, and that they would need to be dropped off and picked up by someone. Uhaul advised me that customer parking was available. Otherwise, I wholeheartedly recommend this location.

Rating:

3.0

As as first time UHAUL renter, picking up the truck was very confusing, no one told me that I needed to download an app on any email or confirmation so I spent 40 minutes just trying to figure out how to get the keys/ get ahold of someone. I did try to call and talk to someone for assistance prior to even setting it up and any questions I had regarding when I would pick it up, and they just told me to do it online myself. Didn’t answer any of my questions.

Rating:

2.0

Truck pick up location service guy was pretty generic - I didnt expect Enterprise or Avis type service but .... Truck was at 111 miles (1/4 tank) when I picked it up. I was told to return the truck with 1/4 tank of gas - I put 115 miles ( a little over 1/4 tank) I was still charged a $50 gas surcharge. I put more gas in than I was given to start. Maybe if the return location guy was not so busy ( doing nothing) to properly check .me out this could have been taken care of.

Rating:

2.0

Place was closed when I dropped off truck around 4 pm, kinda dumpy place, but it was awfully convenient for me. I didn't mind

Rating:

1.0

My total was 263 gave him 280 he didn't give me change. Told me I would get the change at return. I question him about it 3 times. So needless to say I'm just out of 17$.. Also the back of truck was dirty. Had to have him get trash and sweep.. Taking more time for me. I have used uhaul for 30yrs.. Not happy this time.

Rating:

1.0

This building looked like it was a shell for a drug operation. The building was closed and the parking lot was full of disabled cars. NO ONE was there. So I was forced to use the remote checkout which was frustrating to navigate. I would not have left the truck there, except I did see two other U-Haul trucks in the lot already for rent. U-Haul should be embarrassed by this partner.

Rating:

2.0

Fix the issue with the location sharing once you are at this location. I sat there for over 2 hours trying to get my rental because of that issue. Overall it was not a good experience for me at that location and i will not ever return there or send anyone there.

Rating:

3.0

Make the self checkout more user friendly. Your app sucks

Rating:

2.0

The truck stalled 3 times in the middle of traffic

Rating:

1.0

My truck had a padlock on it that took over 2 hours troubleshooting with customer service and waiting for roadside assistance to make it usable for a move. R&A was not available to provide any assistance.

Rating:

3.0

A very good thing was the Easy check in and return process. Thx!

Rating:

5.0

The truck rental went smoothly. The truck was clean and in good working order.

Rating:

1.0

My pick up was scheduled during the business hours of the location, but when I arrived the office was closed and there was no one there to help me, so I ended up having to call customer service to check in. Also as a result of this, I never got the furniture Dolly I ordered, which made my move somewhat more complicated. So I think the best place to start would be for the staff to show up.

Rating:

2.0

When I called to return truck, they explained where and how to drop. Nothing was said that they would be closing soon. Nothing was said about them not checking in returned truck for TWO DAYS! Nothing was explained about gas fees and extra charge per gallon. Those few things would have made such a difference!

Rating:

1.0

I returned it with 70 miles left to empty (the max miles to empty was around 280-290 with a full tank. So 70 miles left to empty is a quarter tank yet I'm charged for gas when I left it with a quarter tank and I left it with A HELL OF ALOT MORE GAS THAN I STARTED WITH BY LIKE 67 MILES WORTH OF GAS. THIS WAS A FUCKING JOKE. WORST UHAUL EXPERIENCE EVER. When my job contact is over and I have to move again I'll def not be using uhaul. The guy running the shop didn't engage I told him about the mirror the gas and all he said was don't worry about it. It's all fine. Then clearly he charged me for gas. Fucking rip off.

Rating:

1.0

I declined coverage and was still charged for it. The van was also not filled with windshield wiper fluid, which meant all the salt and whatnot from the highway that built up could no be removed. Due to the van not being in operational order, we had to use normal streets for safety, thus adding significantly more miles than planned. Will never use this location again.

Rating:

5.0

Super easy and simple rental experience. The man that I dealt with was very informative and answered all my questions. I was able to get and return the rental with ease.

Rating:

4.0

I don’t know if it’s the location’s responsibility but when I did a mobile pick up the tire pressure warning was on and when I filled it up it was lower than 50! Rear tire should be 80

Rating:

5.0

Keep serving the community with excellence. Thank you

Rating:

1.0

I didn't get my dolly. Made things much harder for me.

Rating:

4.0

Very kind and gelpful

Rating:

5.0

No room to drop your own vehicle off and leave for the day.

Rating:

4.0

Nothing it was all.good

Rating:

5.0

The app didn’t work.

Rating:

2.0

If you tell someone that they will pay the price you tell them they should have to pay that price don't add on mileage that wasn't previously talked about. In my case Noone said anything about mileage and I found it on my receipt.

Rating:

5.0

Service and check in were quick. The location is super convenient. Great service

Rating:

4.0

Great van, good price, available on short (~2 days) notice. No surprise fees, no haggling. Got 'r done.

Rating:

5.0

You are very difficult to do business with, online process is very poor.

Rating:

5.0

I was very pleased with the service. The owner of auto shop/uhaul service was very helpful. I will go back if rental needed in the future.

Rating:

5.0

I received excellent customer service!!!

Rating:

4.0

The gas wasn't full when I picked it up. It was only half. The app didn't work too check the truck back in it kept giving me errors

Rating:

5.0

The guy who took care of me was helpful and kind. I’d go back to rent again next time I need a big truck.

Rating:

5.0

Didn’t get his name but the guy who helped us at the shop was great

Rating:

5.0

Agent was very helpful. Easy transaction.

Rating:

2.0

Approval should be done prior to pick up. The process should begin at the time of reservation. This causes unexpected delays. Also- it would be very helpful to have a human assisting with the pick up/drop off for confirming quality of the van. Also- I should not have to return it with a full tank if it is over half a tank— I pay by mileage already. I had an additional $20 to put into the tank.

Rating:

2.0

I asked for 48 hours and 850 miles from 3 people. Two on the phone, and 1 in person. all of them kept shorting my hours, 24, then 36, then OK sir, 48 hours. I return it ON TIME, and they said I returned it late. I have the photos of the miles and times. Very annoying that I was overcharged. It felt like dealing with an insurace claim or something. Fighting me and not listening to what I asked for at every turn. Sure, people only use U-Haul once every 5 years or so, but that does not give people the license to try and be shifty and nickle and dime. I was very disappointed in the service from all 3 people (2 on phone, 1 in person). The equipment is fine, the service was terrible.

Rating:

4.0

I ran into a setback in my side and the location was willing to work with me, they went above and beyond to make sure I was safe and on my way. It’s a no frills location, but the location workers will make your day. Couldn’t be happier. Will be back. Possibly this weekend. ;) Thanks so much!!

Rating:

5.0

The service was perfect and the business was super friendly!

Rating:

5.0

Super!

Rating:

5.0

Owner is very friendly and helpful.

Rating:

2.0

Staff was exceptional. Kind, knowledgeable and professional. The facility is crowded and difficult to maneuver. Also had trouble locating it since it was not an obvious Uhaul facility. Staff mitigated the maneuvering challenge and said ”Just leave it there and I’ll take care of it”. And he did.