Good morning. I was charged for 2 days rental but only used it for 1 day. Dropped the truck off at 3:30p on 10/4/2025. The rest of the invoice looks correct. Gordon Geiger 216-496-2861 cell 216-521-3881
GORDON G
R&A Auto Sales & Service
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Cleveland, OH 44111
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- 3.0 Average Customer Rating
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Quick and easy pickup. Truck was ready to go.
KEVIN OTruck interior was not clean and had a strong musty smell, had the roll the windows down to air it out, tire pressure light was on, one tire was low psi.
TIMOTHY S🚨 The Real Customer Was Not Acknowledged The reservation was made online under my name – Latonya Burkes – with my credit card (latonyaburkes32@gmail.com, 216-971-4304). Jill Soucek was listed only as the driver, and that was clearly submitted during the reservation process. The store rep ignored all of this and changed the contract, making Jill the customer and erasing me from the record, even though my card paid for everything. This is fraud and a violation of U-Haul's own system. Reservation numbers, email addresses, and payment details never changed – yet they continue to insist Jill is the "customer" because her name is on the printed contract that they altered. --- 💳 Unauthorized Charges We were charged for $30 insurance (SafeTrip) that we explicitly declined. The store representative rushed the transaction, ignored me and my partner Larry asking him to wait, and pressured Jill (the driver) into saying "yes" after I had already said "NO" multiple times. Jill later admitted she didn’t even hear what the guy said, and was only hired to drive the truck for $50. Because of the mess, she was docked $10 from her pay. --- 💰 False Pricing / Bait-and-Switch Online, the rental rate showed $19.95/day and $0.99 per mile. We were charged $1.19 per mile in-store – another false advertisement and deceptive pricing. No moving help, supplies, or storage was requested — yet we were treated like we were buying a full-service package we never agreed to. --- 📦 Pickup Problems & Reservation Guarantee Even though we received confirmation via text and email that the truck was ready on Friday, June 27, the rep at the pickup location told us we couldn’t get it until Saturday, June 28. This misinformation entitles us to a $50 Reservation Guarantee refund, which we still haven’t received. --- 📞 Rude & Disrespectful Store Rep The guy working at R&A Auto Sales was extremely rude, cussed at my partner Larry, and hung up the phone after we questioned the pricing differences. Instead of solving anything, he told us to call downtown — which is not even the location we picked the truck up from. That’s when downtown management also got nasty, with both a Black man and white woman speaking sarcastically and rudely, refusing to listen to anything we were explaining. They told us to "just return the truck and wait 3–7 days for a refund." At that point, we were already at the storage unit ready to move out and had no choice but to continue. --- 🚚 Truck Return Issues We returned the truck on Saturday, June 28 at 11:00 AM. We were at the pickup location by 9:00 AM, waited 25 minutes for in-person check-in (nobody was there — again). We went across the street to Helm Storage to unload a mattress and box spring that had been left behind. We refueled the truck completely (proof: $15 receipt from GetGo) and returned it with only 36 miles used (101,785.0 to 101,821.0). Despite this, we were charged an extra $80, first told it was for a “ticket,” then told it was for an extra day — even though we didn’t use the truck another day and they immediately re-rented it to someone else. This is illegal and unethical under Ohio law. --- 💵 Breakdown of What We're Owed Description Amount What We Should Have Paid (36 miles @ $0.99 + base rate) $71.66 What We Were Charged In Store $121.61 Final Charge on Card $199.27 Overcharge $127.61 Reservation Guarantee $50.00 TOTAL REFUND DUE $177.61 --- 📣 Final Comments This was one of the worst business experiences we’ve ever had. We were lied to. Charged for things we declined. Disrespected by multiple reps and management. Told the wrong pickup day. Given false mileage rates. Told to call "downtown" when we had a problem — then disrespected again. Jill was never the customer — I was. She was just hired to drive. You owe me, Latonya Burkes, a full refund of $177.61, plus formal apologies from the pickup location and area management. This location needs to be investigated, and these kinds of scams must stop.
JILL SThe app froze There was vehicle had 25 miles worth of gas, essentially on E No on site parking. I had to park at a nearby Stapes parking lot and then walk to the U Haul location There were no blankets or ties in the vehicle
Erin G