🚨 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 S
R&A Auto Sales & Service
(U-Haul Neighborhood Dealer)
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The 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 GI 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.
Christopher SThe location is also a parking lot that used to store cars. It could be cleaned up and made more presentable.
JEFFREY TDriving compartment of van was very dirty
CHRISTOPHER B