For my reservation this location was not set up as a 24/7 pickup even though my reservation was set as a 24/7 pick up. I used the app and when I got to the "find your key" step I was prompted to "go inside" but this location does not have an office! Its a 24/7 location but the app was not providing the lock box code because someone on your end royally messed up. I was handed off to three people in your customer service system and had to wait an hour before someone could actually provide me the lock box code so I could get my key. Is someone going to reimburse me for my wasted hour? I doubt it...Travis P.
Moving Truck Rental in Boulder, CO at Genes Automotive
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U-Haul Truck Share 24/7© Location
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Boulder, CO 80303
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The truck we rented was outdated. We had to drive it at night, and the front dash was completely unlit. We couldn't see the speedometer, etc. because it wasn't lit up. We had to turn on the overhead light in order to see how fast we were going. Not great, in fact fairly dangerous. The truck should be replaced with something newer and this vehicle should be retired. Also, we didn't rent the dolly or moving rugs, yet both were in the back of the truck and couldn't be moved. They were in the way of our furniture and it made moving more difficult. If we don't rent that equipment, it shouldn't in the truck and in the way.Bradley W.
It took us around 35 minutes to successfully complete the self check out process.James F.
They were professional, friendly and helpful. My only recommendation would be for Uhaul to have an instruction manual online for all the controls in the truck. There were knobs and controls that I had no idea how to use.Kristine W.
After I arrived at my destination I received a call from U Haul asking if I was dropping off the truck at the scheduled time and I asked if I could drop it off a day early and I was told yes. I was sent a video of how to return my truck online. When I returned the truck to the location I went inside to ask if where I parked the truck was ok and I was told it was fine and to drop the key off in the drop box. Which I did. I later called to ensure that my drop off was registered and I was told no it had not, but when I told him what the attendant told me to do he said if that is what she told you to do? and did not offer any assistance. I had to return to the truck drop off (in the snow) and try and follow the directions that were on the video, luckily the attendant was able to give us the key back so we could check the mileage and fuel. The video that I was given and the steps that I followed on the web page did not match. We eventually were able to complete the drop off. I know that the current pandemic environment has forced many companies to conduct business in a different way, overall my comment to U Haul is that it seemed like not everyone knew the processes and there was a disconnect between website and the videos that were sent by text.Karen Q.
This location was fine. Uhaul's customer service was bad - I spent 1/2 hour on hold and the app is not user friendly at all.Mark C.
It has been 4 days, and no U-Haul rep has corrected my billing concern. I was billed for Moving pads we did not receive.MICHAEL T.
The furniture dolly that I rented was placed inside the wrong truck. Luckily I checked before I left. Had I came after hours I would not have been able to resolve that issue.Thomas P.
Pick-up: This location had no cellular service for my wifi, and this cost me time and energy. I had to find someone in a local business to give me access to their wifi. At the time of return: there was only one option for proof of location drop off, and due to the poor service area, I was unable to use the "one" option. This was extremely frustrationing and I spent an hour plus sitting at the location attempting to get someone on the phone for assistance and attempting to get the function requested, to work on my mobile device. During what was already a busy and stress-filled day, my concerns had to switch focus to be sure that I would not receive incorrect charges for not being able to follow your drop off procedure. After almost an hour waiting on the phone for a Uhaul representative, the only solution I could come up with was to drive my vehicle across town to the nearest Uhaul that was open and explain my situation there. After waiting several minutes, I finally located a single employee at the location (on a very busy day for Uhaul). He was helpful and kind enough that I was able to trust that the situation would be helped by him. This experience with Uhaul was extremely frustrating and stressful, the pick-up and the drop-off created a very bad view of your service. On an appreciative note: The vehicle seemed to be in good mechanical shape and felt like a secure travel experience. Thank you for reading this review.Maria S.
When picking up, I had to wait about 20 minutes for my ID to be approved. That was a long time. I did not do it before hand because the email said the first thing to do was go to the rental location. If I'd known it would take a while, I would have had my ID approved before showing up.Craig C.
The self checkin and checkout was a complete pain in the ass. We had to go back 2 separate times bc it didn't work the first time. Additionally, it would have been helpful to know to download the UHaul app before arriving. Internet service at that location was horrible. Not impressed.Amy L.
Please refund me for the furniture dolly THAT WAS NOT IN THE TRUCK. That this dolly wasn't there was annoying enough for our move. However, that I've now requested a refund 4x, and the check-in picture clearly shows no furniture dolly, makes me question U-haul's authenticity as a company. It's $7. I will live. But please stop sending me â€œfeedbackâ€ e-mails when you're ignoring my customer service issue i've repeatedly brought up. Not a good idea to ask for feedback when you have stolen money from someone and pretend to not hear them asking for it back.Ryan S.
Site attendant was wonderful, return app was not. Needed the truck the full 24-hours but U-Haul shortened the time by a half hour so we were rushing to return in the last 10-minutes and unfortunately the attendant didn't have the tools to make the return for us. The app was difficult to navigate. "Truck return" using the confirmation # only was difficult to find on the menu. App wouldn't upload pictures and crashed multiple times. App finally uploaded at 3 minutes after the U-Haul due time which makes us wonder if the system is designed to force late fees.Russell S.
The guy accepting the return was very nice but was not overly helpful. Claimed they had too many trucks there, did not help with the return, did not jelp ensure I could properly park in a very tight space. Wasn't concerned about me or the vehicle. Not very professional.andrew G.
The online check in process was a nightmare. I gave myself an extra half hour to pick up the car, based on previous experience with rental cars and trucks, and I nearly missed my appointment due to how poorly designed, slow, and cumbersome the app is. For example, since the whole reservation process is online, why not validate my renter's eligibility before I show up by having me upload my driver's license and picture when I actually make the reservation? The app's technical design was seriously flawed as well, and I had to restart the process for each step of the process. The only good thing is that it remembered how far I had completed, but the restart took a lot of time. I will avoid any U-Haul location in future that uses online check in, or just avoid U-Haul entirely.Khaled A.
No gps signal to start or end pickup process. Camera doesn't work in app or on website so there is no way to properly return the truck.Robert D.
Using the app to pick up the vehicle literally took an hour. Slow, kept crashing, long processing time, and not user friendly for uploading photos of existing damage.Aaron C.
What would have improved my experience would have been to have the truck the I reserved at the location in which I reserved it without having to have to drive 40 minutes out of my way.Chris G.
Have a sign for the UHaul place, Legacy Automotive doesn't exist at that locationEmily R.
More indication that there is no real storefront, I didn't even see a sign for Legacy Automotive and just extrapolated that the 10' truck sitting alone in the sketch, run-down parking lot was the one I had reserved.Kendra P.
There was no sign for Legacy Automotive so we didn't even know if we were in the right place.SHARON P.
I had no idea that the location did not have a person available and that I would have to check in with my phone. The fact that you have to take at least 3 photos and upload them while you are on a cellphone internet connection makes the whole experience ridiculously frustrating. It took me 45 minutes and 3 phone calls to U-Haul to finally get the code for the lockbox. then the code I was sent did not work, because the letters weren't on the combination lock. Call #4, and finally got it to work. Then when I returned the truck, the check-in system wouldn't work at all - call number 5 and 15 minutes later I finally got the truck checked back in. So it took me an hour and 5 phone calls to rent a truck. You need to require that your vendors have an actual human being at the rental site, or you need to let people know that it will take a LONG time to complete the check-out process. luckily, my move did not take the 3 hours that I had reserved the truck for. I didn't have the truck for 3 hours because of how long the process took. I will try very hard to find another company besides U-Haul to rent from next time. VERY UNSATISFIED.Becky C.
Confusing to self check out. Website keep trying to make you spend more than you need. I was charged for more gas than I consumed. Have been using uhaul for years. Experience is getting worst.Andre D.
The combination I was given for the mobile pickup was incorrect. On top of that, the lock itself was extremely difficult to open. Even once I had the correct combination, it took nearly 10 minutes to get it opened. I was also not given moving blankets as I requested. Uhaul then had the nerve to charge me for these, despite me telling them I never received any blankets. I had to waste 15 minutes on the phone to get the charge refunded.Ryan W.