I had a very frustrating experience using the U-Haul app during both pickup and drop-off. While my phone permissions were fully approved, the link sent to me via text repeatedly errored out. When I attempted to take photos of the truck during pickup, the images initially came out completely black, which caused unnecessary delays and confusion. The drop-off process was even worse and took far too long for what should have been a simple local rental. I only drove about 20 miles, yet the app froze multiple times and incorrectly flagged my mileage as excessive. I was repeatedly notified that I could be charged a substantial amount of money unless I reconfirmed the mileage. I ended up taking photos of the odometer and fuel gauge at least five times before the app finally accepted them. After that, I proceeded to take the required photos of the parked truck, but when I moved to the next prompt, the app reset and forced me to retake all the photos again. This was extremely frustrating and time-consuming. The truck itself was mechanically fine, but it looked like it had been driven through a muddy field. This didn’t personally affect my trip, but other customers might be concerned about the vehicle’s appearance. I want to note that I had no issues with the gentleman who helped me reserve the truck—he made the reservation process painless and straightforward. However, if U-Haul expects customers to rely heavily on the app instead of interacting with staff during drop-off, the app needs major improvements. In its current state, it is unreliable, inefficient, and adds unnecessary stress to what should be a quick process.
Colin A
Parkway Service Center
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Lawrenceburg, TN 38464
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Van was junk. The week before I rented a bigger truck ,same trip the small van costed 54$ more. U haul is not something I would recommend after this experience
Artisha RWas advised prior to checking in for rental truck that the truck had a busted roof and if it rained would leak onto belongings, it wasnt a issue for me because it didnt rain but truck should not be in service if it can damage someones belongings!
Candice WIt was all good tile the last and after I returned it with a full tank of gas and I cleaned it out and everything they charged me a nother $29 which they shouldn't have. But other then that it was good.
Amanda WDropped off after hours
JOHN H