I booked a 15-foot truck about a day in advance. When I arrived to pick it up, the app said: “Unfortunately, your truck is not available at this location. Please call the number provided.” I called, and they told me the 15-footer wasn’t available, but I could take a 10-foot, a 20-foot, or go to another location. Then I noticed there was actually a 15-foot truck sitting right there. They confirmed it was still under an open rental for some reason and suggested I go to the hotel reception so they could close out the previous rental. The reception staff couldn’t close it themselves, so they called U-Haul support and, after some time, managed to resolve it. Finally, the truck appeared in my app, and I could start the rental. But during the photo check step, the app repeatedly failed to upload the required pictures from all four sides of the truck. Each attempt took a couple of minutes, and I spent about 10 minutes retrying before calling support again. They told me to just email the photos, which worked, and I was finally able to complete the process. All in all, from the moment I arrived until I actually drove away, about 50 minutes had passed. Meanwhile, movers were already waiting at my house, and I had to start paying them. When I got to the U-Haul storage, the 10x10 unit I had reserved turned out to still be locked by the previous renter. I had to wait another 20 minutes while staff resolved it—again paying movers during the delay. On the bright side, the storage staff gave me a lock for free, which I really appreciated. Bottom line: U-Haul has designed a really great product in theory, but unfortunately, it doesn’t yet work as smoothly as intended. Every single staff member I dealt with was extremely polite and helpful, and I’m very grateful for their professionalism—that’s the only reason I’m giving 4 stars. But the product itself currently works more like a 3-. There’s definitely room for improvement. Moving is stressful enough without extra surprises and unexpected costs.
Ibragim V
Budget Inn
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in Boise, ID 83702
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Customer Reviews
- 3.0 Average Customer Rating
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The equipment wasn't too bad, but the windshield was smeared and the mirrors and front of the truck were covered with bugs.
rick jThe people were amazing, so friendly and helpful! However, there was a broken latch on the back (which did not hinder its use) and some kind of spilled beverage that hadn't been cleaned up. I hate that it was so far away from the location I had originally selected when I booked UHaul. I have so many things to say about the app, and not all good.
Elizabeth STruck provided was not the size requested and was not waiting at the agreed to location.
MARC RThey charged a $100 cleaning fee after I already swept the back out…I’ve complained but no response
CHRISTOPHER B