This location is not equipped with the staff needed to be a Uhaul rental facility. When I arrived I was told my original order could not be fully filled (this location is an automotive business) and they did not have dolly's or blankets (which I had pre-paid for) or bed covers available. They â€œwere not sureâ€ if my order had the correct drop off location, or even what my account number was for the entire Uhaul rental. This highly added to my stress level (moving is stressful enough). Also, there were no directions given on how to adjust mirrors or drive the truck safely. The owner did tell me where another (regular, full service) Uhaul was located which I had to drive to to get blankets and bed covers asap as the shop was about to close and our move was to occur early the following morning. I drove (again-not having been given any safety operating information) to the Uhaul Center (â€œgo over the railroad tracks and past Speedway Blvd and its on your rightâ€). I met Adam there (at the real Uhaul Center) who was a HUGE help and was very calm and professional; he showed me how to operate the features of the truck and spoke with another employee to ensure the drop off location was correct. If I had known there was a regular Uhaul Center nearby I definitely would have started out there instead of dealing with â€œautomotive shopsâ€ that only have one or two trucks available and are more knowledgeable about car repairs than renting and scheduling moving trucks and helping movers. Btw, this was their 2nd location besides my first that were â€œautomotive shopsâ€ when I thought they were full service Uhaul centers. The first location called and told me they had to send me to another location because they â€œnow don't have the 20' truck available thereâ€. The bottom line is - go with a FULL SERVICE Uhaul center. Automotive repair shops work well with fixing cars, but in my opinion and this experience they should not be in the business of renting Uhaul trucks.Barbara H.
Customer Reviews for Rillito Automotive
(U-Haul Neighborhood Dealer)
Testimonials From Recent Customers
Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.
Took way too long to get the reservation handled and the person there could have cared less if a rental took plsceJessica C.
The truck did not have the expected pads or dollies. The dollies they did have were broken. The staff could not get the computer to work and had to take our details 3x to get us the truck after an hour of waiting with people who were not wearing masks. However, this was a plan B pick up location because Plan A turned out to be in a junkyard in the 2600-2700 block of Stone that made me fear for my safety with do not enter signs posted in a very dicey neighborhood and we could not access the truck until 2 h after promised delivery. The U-Haul representative on the phone was kind and helped us fix the disaster as best she could, including the $50 guaranteed refund or failure to deliver on the expected contract. Phone checkout totally failed. Good luck, stay safe.Diana D.
Customer did not leave a comment.Angie L.
We booked at truck online about a week and a half in advance and my mother who was picking up the truck and should have no issues was told to go to several locations before ending up at this final one. Some type of computer program should be looked at or a system for reserving should be present. She also got half the furniture protectors that I paid for and they were really rude to her when picking up and asking questions.Nicole S.
i guess it woyld help if they had somebody that works specifically for uhaul because the person there was trying to do many things @ once and its kind of hard for them its a mechanic shop and well i am glad albert was very nice and polite ,and helpful he stop a couple of things to help me and i really appreciated that but you guys could do better if it was directly personal working for youFrancisca N.
The gate was closed to the lot and there were no drop off directions, and there was a barking dog trapped inside the gates. Thankfully, a customer service representative was very helpful on what to do, yet even she was unsure why the drop off at this location was so unclear after hours.MArissa B.
This location is a disorganized circus. Only one person actually knows what they're doing and if that person isn't there then the rest of the staff just ignores you. They added on rental coverage that I specifically declined. They miscalculated the mileage when I returned the uhaul and no one will respond to any of my messages about it. It's truly a nightmare no one should have to deal with after moving in AZ heat. They should not be allowed to partner with U-Haul and I will never rent from U-Haul again after this.Izabella G.
The reason for the "above average" rating was due to the inconsistent info received from your central 800 phone number, the waste-of-time spent on pre-check in (it did not work), AND the fact that, even though the truck was sitting on the lot, visible, I waited a half hour until it was "checked in from the prior rental" Express check-in took more than a half hour, with Albert on the phone with U-Haul. I'm not sure who or where the ball got dropped . . . but it set my schedule back.Nancy B.
Customer did not leave a comment.Mirta N.
Customer did not leave a comment.Leroy M.
Customer did not leave a comment.Sayed A.
Customer did not leave a comment.MARK G.
Customer did not leave a comment.Michael S.
No issues at all. Good location. It wasn't a large U-Haul Center which I prefer, but I did get immediate help which was great.Patrick K.
Rude employeesbenjamin B.
You could make sure that you actually have people in the shop that know what they're doing. I went to pick up the U-Haul and apparently the only people who knew how to dispatch a truck had called in sick. The people who had contracted with U-Haul as a pickup location didn't know how to dispatch the truck. It doesn't make sense to have a contract like this and it everyone know how to at least dispatch and return a truck. It makes you look bad.Brandon B.
Customer did not leave a comment.Heather H.
Drop off at this location was fineSally G.
Robert took care of my rental, and he was Great !!! Your very lucky to have him as a U Haul rep. Thank you, for all your help Robert !!!Annie W.
Customer did not leave a comment.Jessica K.
We had no issues. The location was closed, but with the help of your website we manage to upload pictures for proof of return.Paula A.
Customer did not leave a comment.Aaron B.
Customer did not leave a comment.Thomas R.
My name is Emmaleigh Cunes and my husband, Tommy Cunes, had an awful experience. We were scheduled to pick up our truck as an unattended pick up at the location, but the company did not leave it in a retrievable state. There were no keys. We called customer service and were told we had to reschedule for the next day which was very inconvenient. We were advised by that agent that we would be receiving a $55 credit, but that NEVER happened. In fact, my husband and I were charged TWICE. Both charges were for $88. We are still waiting on the $143 to be returned to our account. We are extremely displeased and expect a follow up with a supervisor regarding our refund and when we can expect that to appear in our account. We can be reached by phone at 5209715233 or 5209829142. Please get back to us as soon as possible. Thank you.Thomas C.
My only complaint is that I had reserved for 2 days but brought it back after 1. Then I was still charged for both days. ? We tried to move fast so we would get that money back but I guess not.Gwen K.
Can't say enough about this business! Wonderful guy! Great service!Nicole D.
Customer did not leave a comment.Jacob J.
Customer did not leave a comment.Han Y.
Good servicesateh J.
Customer did not leave a comment.Shaun K.
Excellent service, very helpful!Bryan B.
Customer did not leave a comment.DARELL C.
Dropping off the truck was quick and painless. The gentleman was cheerful and glad to help.MEG C.
Absolutely terrible. The location was in a bad area and wasn't the location I originally selected for the online reservation. The trailer was all beat up and dirty. On top of that we had to wait for the â€œU-Haul guyâ€ to get there because the person behind the counter didn't know what to do. When he did get there he didn't understand the computer system and kept losing our information. We had to start the process over 3 times. What should have been 5 minutes turned into an almost 2 hour affair by the time we walked in to when we left. It was such a bad experience that my wife and I will be very hesitant to use U-Haul again.Cody M.
Customer did not leave a comment.Haroon A.
Customer did not leave a comment.Michael B.
Customer did not leave a comment.Wayne F.
Customer did not leave a comment.Ruth P.
Truck broke down I want my refundMickey P.
Nothing to sayHarshendu P.
Location closed at drop off - very poor signage. Called U-Haul to get instructions and wasted almost 2 hours trying to get instructions about dropping off the truck in a safe location. Very poor customer service from U-Haul when I called in several times for instructions. Also I checked to see how much gas was used in rental truck from the truck's dash fuel computer it said I used 14.3 gallons and I put in over 16 gallons - but still got charged for additional fuel.Steve B.
Not a uhaul location problem just a real bad neighborhood in Tucson.Perry R.
Prompt and courteous.JILL L.
Customer did not leave a comment.Aurora S.
Gentleman working there was extremely helpful n politetina H.
Customer did not leave a comment.Jessica R.
Air conditioning was intermittent. Didnt impact my experience. Pick and drop-off locations were very friendly and helpful.Derek F.
Customer did not leave a comment.John G.
The computer didn't let this location know that I had paid already but he called and confirmed and then found the correct information. I think this was more an online problem than this location. He was super nice. Also the location for pickup changed 3 times. That was confusing but this is the guy who delivered.Diana D.
Customer did not leave a comment.GAYLE BETH F.
Gentleman was really nice.Maryann W.
Try improving mine, your questions didn't ask is i was satisfied with the product. I will not be recommending U-haul to any of my friends or family. really sorry that Ashley in customer service doesn't need her job as she refused to accommodate my needs or help me rectify my issue with not getting the truck i ordered. One less customer to pay her wages.RITA K.
Customer did not leave a comment.AMANDA L.
Customer did not leave a comment.BRUCE M.
The truck I rented was filthy. I had the guy sweep it out before I left the location. After he had gotten a little over the top about the penalty for returning it dirty. The worker,when I picked the truck up,was surly and rude . Every question I asked seemed like a chore for him to answer.I have been using U haul a long time and often. 4 times in the last year alone. This guy has me thinking about other companies to rent from.TIMOTHY M.
Be more careful. The gas content when we picked it up was overestimated, the odometer was completely wrong and the milage was grossly underestimated so we had to pay for the miles when we turned it in. Surprise!?Jene G.
Excellent customer service. Good folks to work with.NORM B.
Customer did not leave a comment.Steven P.
Customer did not leave a comment.Louise M S.
Malinda was very knowledgeable and helpful getting our unit and vehicle Returned.Anthony B.
Tell them never to rent a U-BOX, ever!!! We had called two days prior, as instructed for our desired move date, to have our U-Box available to empty out into a U-Haul moving truck. Upon arrival the U-Box could not be located... three (3) hours later we were told it was at a different location, but no one was there to make it accessible for unloading. Not wanting to waste any more time we went to load the large furniture items from the home we were moving from in the area. We were then instructed to drive to the new location of the U-Box and there we waited again before we had access to empty it into the moving truck. We have moved many times and understand that things go wrong, however, usually when a 4 hour moving day turns into a 12 hour moving nightmare, no fault of the customer, there are very apologetic employees offering compensation to match the level of incompetence endured. After an exchange of words, we were told we wouldn't have to pay the extra mileage that was added due to the error. Quite honestly that is too little too late! It was imperative that my husband make this move early in the day, as he has Multiple Sclerosis and the heat is very damaging to him, as is undue stress. He is physically struggling from the long process you forced upon him. Please offer us something that will help us believe that you are a company that will hold itself responsible to the mishaps and glitches that held us captive for hours. Waiting for your reply, Kelly ClemmensAlbert C.
Took 45 minutes for the guy to figure out how to complete the transaction and print the paper work. After 40 minutes he finally called someone for help. Never offered us a bottle of water or anything else. It should never have taken this long. He was friendly, just not very professional.sylvia A.
I went in they did not have the truck so they made a reservation and sent me to another location. Got to the location they will not release the truck because it is double booked. I asked to speak to the manager by name Elizabeth. She was very very rude. I asked her if is double booked since I am here 1st can I have it her response was hurtful. Instead of apologies to Hhaul mistake of double booked she told me if i can't go to another location she can cancel my reservation for me like she does not want my business. I had no choice by to go to another location. The price on line was $130 from Oro valley to Gilbert 85298 but the gentleman told me I should call Uhaul. The location I ask to drop the truck is not what they put me down. They sent me to where the truck was needed for next customer. Bad experience They need to understand customer service. Reps are the face of the company addmit mistakes and fix rather than I did not do it attitudeSamuel A.
Customer did not leave a comment.Jim B.
Customer did not leave a comment.Cory W.
Friendly, helpful staff. They took great care of me.Nestor G.
Customer did not leave a comment.Jean-Claude C.
Customer did not leave a comment.William R.
Upon receiving my receipt I saw I was charged an additional $25 + tax cleaning fee. When I called Rillito Automotive I was told they had to sweep the truck out and fold the moving blankets I rented. I asked what needed to be swept out of the truck as it was clean with no debris on the floor? The person I spoke with seemed to become flustered when I told him I thought it was a fraudulent charge and I would contest it and have my credit card refuse payment. I then asked why I was being charged to fold the blankets and was told it stated in the contract. I asked him to locate that in the contract because my contract was returned with the key for the truck when I dropped the key off in the drop box. I had not been apprised of the expectation verbally to fold the blankets or seen it in print. He could not locate the verbiage in the contract and referred me the 1-800-Go Uhaul number to contest the charge. Paula was helpful and put in the request for me to be called. Almost immediately, I received a call from Elizabeth. Apparently, the bags the blankets come in are supposed to have printed instructions on them directing renters to fold blankets and replace them into the bag. However, the blankets I received came in hand-tied clear plastic bags with no directions for folding. Having rented from Uhaul every time I've moved and never heard of the need to fold the blankets before, even having been told previously to "just throw them in the back of the truck," it came as an unwelcome surprise to see I was being charged. After going back and forth with Elizabeth about there being no communication, written or verbal, Elizabeth reversed the charge when she realized the blankets I received were in the freight bags in which they are shipped to Uhaul and, therefore, would not have the written instruction printed on them instructing the blankets to be re-folded and replaced into the bag. I have never seen one of the bags Elizabeth described; moving blankets I've rented in the past have always come in clear plastic bags. So, while the charge was reversed, after what had been a very good rental experience, the fact I had to call and dispute what I felt to be a fraudulent charge was certainly an irritation that will make me think twice before dropping off a truck after hours when I cannot interact directly with a Uhaul employee who can confirm the truck to be in the appropriate condition so I will not have fraudulent cleaning charges applied to my credit card.Martin F.
Customer did not leave a comment.THOMAS W.
The agent was not very friendly, was not happy when I asked him to change the ball on my hitch to fit the trailer when I picked up the trailer. When I returned the trailer - no one was there to take the rental back and the mechanic at the shop was not sure if he could process this. I am very disappointed and will not use this location again.THERESA T.
I would recommend that U-Haul remove this location from their organization. The staff was not friendly, efficient or competent.Bruce H.
Even though they didn't have my reserved trailer on site, they worked until they found a neighboring location that did. The staff here was very helpful.ALEXIS V.
Customer did not leave a comment.MIGUEL A.
They were very understanding. Gave us numbers to call and submit our complaints and were very pleasant to deal withJEFFREY C.
Customer did not leave a comment.lewis H.
Customer did not leave a comment.MARK G.
Customer did not leave a comment.alex P.
Customer did not leave a comment.Li F.
The location rep lady was absolutely amazing. She handled my concerns fast and was very courteousNICK D.
Thank the man checking me in, he was VERY helpful and efficient!DEBBIE V.
The trailer was brought in late the night before and the prior renter did not clean the trailer at all. The owner of Rillito Automotive was excellent to work with and noted how dirty it was. Really appreciated all he did not get it ready for me to use.Ted E.
Customer did not leave a comment.John G.
Customer did not leave a comment.Mary O.
Customer did not leave a comment.Sean W.
It was clean but had a light out. No biggie.Michael L.
Customer did not leave a comment.caroline B.
Very, very helpful!Katherine C.
Customer did not leave a comment.Archie N.
Customer did not leave a comment.Karr A.
Well oiled systemJohn T.
went ot pick up truck and there wasnt one. finally was given someone elses truck. appears uhal overbooks there trucks leaving people with a big job & a short amount of time in a real jam. next time will go with another co.ELIZABETH M.
The people here had zero customer service skills. They were rude and uninviting. I would never recommend this place to anyone, and will do anything I can to make sure people do not do business at this location.DAVID G.
Customer did not leave a comment.Darlene S.
Customer did not leave a comment.MARISSA S.
Customer did not leave a comment.STEPHANIE A.
Customer did not leave a comment.PAT W.