The vehicle itself was fine, but the return process was unnecessarily difficult. The app would not work on either my phone or my wife’s, so we had to call U-Haul, wait on hold, and ultimately leave a note instead of completing an actual return through the system. The key-return box was also unsecured. When I placed my keys inside, the back opened and the lock fell off. I found another customer’s keys already inside, so I put both sets back and secured the box myself. The entire return took more than 20 minutes, even though an employee could have completed it in about five. Automation should make returns faster and easier—not create more work for customers while introducing a serious key-security problem.
Michael B
PTT Auto LLC
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Lilburn, GA 30047
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