Customer Reviews for New Boulder Gas
(U-Haul Neighborhood Dealer)

Rating:

2.0

The online pickup and drop off process is terrible. It took me 90 minutes to check out the truck. Online support was not helpful, they sent me to phone support, and after a 20 minute wait they walked me through the online process. Secondly, all of the personal information that is requested during the pickup process should be collected during the online reservation process. Thirdly, the drop off process doesn't provide instructions on where to park the truck or what to do with the keys. I will never rent from an unstaffed location again.

Rating:

5.0

Chrome mobile pick up does not work.

Rating:

4.0

Only issue was someone else dropping of their truck and blocking the left entrance. Glad there is a second way to enter behind the building.

Rating:

4.0

We had inadvertenly chosen mobile check in instead of counter check in, and being older adults less savvy in tech/mobile apps, we were pleasantly greeted by staff at location who walked us through the process and helped us get our reservation in order. Thanks so much for the help on 1/14/25 and return on 1/17/25!

Rating:

1.0

So I reserved the van at 24 hour service location but the van appeared to be NOT 24 hour service! I spend an hour with the support trying to resolve that. First person said that they cannot help and only offered find the other location which might have a van that is available 24/7, or wait until tomorrow. Other person on the support was actually able to assign a different vehicle for me which is 24/7. So location sucks, online reservation system sucks, first lady from the support sucks, second guy (sorry don’t remember your name) - you are my hero.

Rating:

3.0

Return location was very convenient to our location in Boulder. Returning the truck was easy and the attendant was helpful.

Rating:

5.0

Everything was great. Thank you!

Rating:

1.0

I only rented for one day charged for two days Guy said manager not here until later For receipt then send a email with two day rental

Rating:

5.0

So much better than the dreadful North Broadway location!

Rating:

3.0

Convenient for moving in north Boulder

Rating:

3.0

There was no personnel to be helpful and again the checkout process to return the truck was just as backwards dumb and unbelievably stupid as the check-in process because of the ride share, app required, electronic process.

Rating:

1.0

Customer service was awful!!!!!

Rating:

2.0

The problem we had was not with the location, the location really was fine. It is the truck share app that is the problem. I spent a good part of my day trying to pick up and return the truck via your app. For the pick up I finally figured out how to start the pick up process after a long time trying, then it said they needed to get approval which said could take 15-20 minutes. In the meantime, we drove all the way to the actual Boulder UHaul location thinking they could help us out or just rent from them with a live person to help us, but the line was out the door and one person working. So I checked the app again and it said we were approved, whatever that means, and it had the lock box location and combination, so we proceeded back to New Boulder gas. After much wasted time, miles driving out to the uhaul location and back to New Boulder gas, we finally got the truck. Now for the return process...your uhaul truck share app is TERRIBLE!!! We tried so many times to upload pictures as requested and it was not working!!! I finally figured out that I had to keep backing out and it actually saved the picture when it was just spinning like it was not working. This took us over an hour or almost 2 hours of our day. Finally got the pictures taken with your app then got the finish button, and sure enough all it did was say please wait while we update our records and spin spin spin and nothing! I didn't know what to do! Drove out to the uhaul location again, more time and money on my gas, and they could not help me so I called the support line, which I should have done in the first place, lesson learned. Anyway, she said it looks like everything is returned so we were all good and she told us they were "having issues with the app". She apologized, which of course is not her fault, but this just can't happen if this is how you are going to rent to customers when a person is not physically at the location and able to help you. I hope you get your app fixed so others don't have to deal with the same thing I did. I will never rent from uhaul again unless we can rent from a live person -never again on the app!

Rating:

3.0

Self check in was too difficult

Rating:

5.0

Owner was very nice and helpful. Thank you.

Rating:

5.0

Great experience. In and out quickly. Staff very friendly. Could not have went any better. Thank you

Rating:

2.0

The vehicle said low air in the tire and they wouldn’t do anything about it, and then overcharged us for insurance that we opted out of. Nice enough people but not ideal.

Rating:

4.0

Excellent customer service!

Rating:

4.0

Everything was fine, the person there was pretty much running the station and doing the car Rental and did a good job of multitasking. Everything worked fine, the truck was great.

Rating:

1.0

I was charged for $19. of gas after i filled the truck up at this center and parked it 200 feet away from the pump. I see others have made a similar complaint about this location I have emailed U-Haul customer service 3 times so far twith the request to credit back with no response. When i was considering U Haul for this move I was texted and emailed many, many times and now no response.

Rating:

5.0

They helped me a pension. I really appreciate it. Great customer service.

Rating:

1.0

The process was not clear. I was overcharged several times

Rating:

4.0

I am overall very dissatisfied with the service U-haul provided me regarding this rental. I scheduled a rental for a vehicle on May 6 specifying a location near my home in Thornton Co. The day prior to the rental I was informed a track was not available at that location and that the nearest location with a truck was in Boulder Co. This location was approximately 20 miles from my residence and if I had not been able to obtain a ride would have cost me a very substantial Uber or cab ride. The time and effort obtaining this vehicle was extremely inconvenient . In my opinion the situation was caused by mismanagement somewhere in your booking system.

Rating:

2.0

It was confusing, we didn’t knowto go. The truck didn’t start

Rating:

1.0

Location was confusing, in a gas station. We were not given any receipt or record of dropping off the Uhaul. We were later accused of providing less gas than the truck originally had, when we actually turned it in with more. I was charged unfairly for $13 gas, which is unbelievable. I do not trust the place I dropped it off and wish I had taken a picture to dispute the $13. I did not expect to have to deal with liars.

Rating:

3.0

I originally was supposed to pick up at different location (Nicks auto repair) and they didn’t set up the self service so I couldn’t get my truck. It was inconvenient and set the move day back a couple of hours.

Rating:

3.0

They were helpful and friendly. Was very convenient as it is less than 2 miles from where i was moving to.

Rating:

5.0

The person I dealt with was AMAZING! Can’t remember his name :( but I’d go out of my way to rent there, just for the great service.

Rating:

5.0

The staff helped me a lot. They were great, warm and flexible. They were able to figure out a problem that the phone customer service people couldn’t

Rating:

4.0

Back of truck had blankets all over and dolly was laying on the floor. Looks like no one looked at the truck before I rented it.

Rating:

5.0

Good stuff

Rating:

1.0

I refilled the tank right at the rental location before I returned the truck, but they said the tank was empty and charged me $64 in the final receipt. Totally unacceptable!!!

Rating:

3.0

Pickup was a disaster. It took over an hour to use the UHaul app which kept timing out. When we called Support... response was not helpful. The check engine light was on when we picked up the truck. When returning (again through the app) The step where you take a pic of the odometer? Mileage was showing the Check Engine Warning blocked the reading . It took a bit to figure out how to get rid of the light. The location for picked up, often has homeless citizens walking about.

Rating:

2.0

We had a confirmed vehicle at a different location. When we went there they were not wanting to help us and sent us to this gas station appointment. We were 30 minutes later than our original appointment (because we went to the confirmed spot and were sent somewhere else) and the guy was mad about that. The app didn't work for uploading a drivers license. We rented the vehicle without further problem. Showed up to return it and the UHaul person wasn't there so we tried to return it with the app, total fail. Handed the keys to the key in the gas station and were fingers crossed our return would be noted.

Rating:

5.0

The location and staff were great but the cargo van smelled like livestock.

Rating:

5.0

Everything very good

Rating:

3.0

The online check in was not great. I had to call to be verified after doing everything ahead of time and being a repeat customer. The Van was backed into a spot against a tree so I could not see the license plate. Other than that it went smoothly.

Rating:

4.0

Remote pickup process was slow and inefficient. Couldn’t get the site to load. Had to go inside to ask the clerk for assistance because it wouldn’t show me the lockbox code. Return process was also slow.

Rating:

5.0

The UHaul app was glitchy and cumbersome. I received error messages that a verification code could not be sent to my cell and it would not allow me to check in. Fortunately the two gentlemen at New Boulder Gas were able to assist me in store to get me on my way. Van was great. AC was cranking and much appreciated. The app worked ok when I returned the van but would still recommend UHaul work on the app performance. Kudos the staff at New Boulder Gas.

Rating:

5.0

Emerging was great on delivery.

Rating:

1.0

The key was not in the lock box. The truck has dirt and debris on its floor. The gas tank was not full. This is the third time I've had a negative experience at this location. I would never recommend uhaul to a friend.

Rating:

3.0

I ordered a dolly but the location did not have any. The system should have known that.

Rating:

2.0

I submitted a request for two furniture dollies and they only had one. The person behind the counter was more interested in ringing up someone's pack of cigarettes and gas who came in after me than in accommodating my order. It was only out of immediate necessity that I took the one dolly and didn't cancel the whole order.

Rating:

4.0

Everything smooth and our project worked out well.

Rating:

5.0

Person at this location was excellent again the company I work for doesn’t have physical cards for everybody so he was able to let me get gas fill up the U-Haul so I would not be charged extra for gas. I’m just glad there were no search charges after I drop the vehicle off because the whole experience seemed sub par.

Rating:

5.0

i was very happy with the service and the condition of the vehicle. the attendants i talked with at pick up then at drop off we’re both courteous and prompt. i will recommend this location for u-haul rentals.

Rating:

5.0

The staff who helped us checkout the truck was really very nice and helpful. The location was very convenient as well.

Rating:

2.0

I ordered dolly with this van & there was no dolly. There was also a ton of cat/dog hair all over the passenger seat.

Rating:

1.0

U-haul mentioned me a truck in Winter conditions while it's snowing to go into the mountains to get my trailer and then go across the mountains with that trailer while it's snowing there's no chains causing me to get stuck and after paying an extra $85 for their insurance .. When I called for help they wanted another $325 I said whatever it's not my fault it's yours that I'm stuck... So they're lack of preparing their vehicle for the season of the weather while that season is happening cost me 2 extra days I turned in the truck 2 day is late and refused to authorize any further payments or any service fees or anything fuck thatChain laws required On commercial vehicles and this is a Single axle highway tire from arizonas I'm trying sliding back down I 70 in traffic fucking thanks a lot all your anxiety gave me and cost me 2 extra days to get here is bullshit

Rating:

3.0

It was difficult for the store owner, to have enough time for UHaul customers while waiting on store and gas patrons.

Rating:

1.0

The location is not manned and behind a convenient store. The utilization of the app was not very good either.

Rating:

5.0

Quick easy and efficient! This is the second time I have used this location in the past week!

Rating:

1.0

I had rented a 15ft truck and I prepaid the $700 for a trip from Boulder,CO to Grand Junction, CO (about 250 miles). I was supposed to have the truck for 2 days. Since I had prepaid and I was running late… I didn’t think I needed to change my reservation. When I arrived at the location 2 hrs after my original pick up time, they had re-rented out the 15ft truck. They did not have any 15 ft trucks left. The only trucks they had were 10ft trucks. This truck was too small to fit all of our stuff. We had to drive a friends large SUV to get everything. The cost of the 10 ft truck was just $40 less than the 15ft. But I had to spend extra $ on gas for my friends SUV. Not to mention… I had a hard time with my credit card because I had already prepaid the $700 and then my card wouldn’t process for the new amount (over my limit). In total… I spent about 1.5hrs on the phone and trying to work things out at the gas station (my pick up location). I NEVER received an email, or a text, or a phone call when my reservation was cancelled. When I spoke to a customer representative from Uhaul they told me that the customer is responsible for their pick up time. Absolutely RIDICULOUS when they already had my $$$. Overpriced and Poor Customer Service!!!

Rating:

3.0

The check-in information was incorrect - there was no lock on the back of the truck. There were also two different trucks and I didn't know which one was mine. Checking in took a long time and customer service was not available via phone to help (and the person working the gas station had no clue what to do).

Rating:

5.0

I heard horror stories from other parents renting moving trucks the prior weekend and was expecting a long line and perhaps not being able to get a truck. However, my rental at New Boulder Gas was perfect - no line and truck was there, clean and ready to go. The staff on duty were pleasant and efficient and I was able to gas up on return right there! Will definitely use this location next time I need a truck in Boulder.

Rating:

5.0

I rented the 9’ cargo van to help my child/student move. I rented on-line in advance and the pick up/ drop off process was smooth. I always click on the box to rent/return in person, and the attendant indicated I should be returning remotely/using the app otherwise I could be charged extra. I really didn’t understand bc I chose the in-person option for returning during regular business hours, but in the end I did not get charged extra for returning during business hours at counter. The van was very clean. My only criticism was that there was a warning light indicating an oil change was needed. I brought it to the attention of the person in the station who indicated it was fine to drive. Overall, very good experience.

Rating:

1.0

Location charged 2 gallons of gas even though I left gas at exactly the same level and drove only 6 miles. He also charged for dolly he never gave me. Their attitude is so unprofessional and behavior fraudulent.

Rating:

5.0

Excellent service

Rating:

3.0

Originally I didn't make a reservation for a "self-pickup". I realize that this location only seems to do pickups that way, but it would have been nice to know ahead of time that that was the only option!

Rating:

3.0

Have a u-box when a customer reserves one. Not having one made me have to find a driver for a rental van I had to reserve which then he had to drive an extra hundred miles, have that driver miss 2 days of work, and make me leave all of my belongings before I knew it was even going to be taken care of. Which then put me 2-3 days behind schedule of when I expected to receive it. Which has hindered greatly my ability to search for jobs or continue school. A $500 discount on the trip for it to get to me would be greatly appreciated for these problems that were completely out of my hands.

Rating:

3.0

I had a very difficult time with the process. I had selected an actual U-Haul store days before my move and was shifted to one of these pick-up locations the morning of. It threw odd my expectations of the day and 45 minutes of my first hour were spent navigating the rideshare system, downloading the app, and speaking with a, very kind, but uninformed, gas station attendant. I loved the truck I used and renting the hand-cart was incredibly helpful, but the situation?? It was the single-most frustrating piece of my move.

Rating:

1.0

I waited here for an hour trying to get someone to move the other uhaul van out of the way so I could back mine out. Was on the line with customer service for 45 minutes. Absolute shit show. Horrible experience.

Rating:

1.0

The on line check in and check out was slow, hard to do on a cell phone in the daylight when it's hard to see, cumbersome and confusing. Plus, there was no way to adequately communicate the fact of the missing dolly. I don't yet know if U-Haul will credit my account for the missing dolly. I will never again rent from any location that doesn't have a live agent on site. The van was fine, thanks for asking.

Rating:

1.0

The license scanning didn't work and I was out in the rain for over half an hour, the agent support didn't help me at all and response time was slow, and my bill was almost twice the estimated. The car was fine but getting the car was a big problem. I also felt robbed by all the unknown charges that raised the cost of my trip.