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.
Christopher S
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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- 3.5 Average Customer Rating
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The 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 BDon'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?
CURTIS MDrop off was super quick. In and out in no tome
Teresa M