Truck: cab needs some detailing on dash but overall clean. High speed on fan worked occasionally, not always. The back needed to be swept out more thoroughly. My overall experience with Uhaul this time was horrible!! The agent who set up the rental was not thorough and did not tell me all that I would have to do to pick up the truck. He did give me the correct customer service number and the woman who worked with me to get the truck rental completed and the vehicle key in hand was PHENOMALLY patient and ultimately effective. HOWEVER, your completely UNUSER FRIENDLY system would have been impossible for me to navigate alone. A patient friend brought me there to drop me off and we sat in his car for TWO (2} HOURS before I got the truck key!!!!! It was a horrendous experience and I will never do a remote pickup again!! The system required most steps repeated many times to be accepted like location and DL pic. I was in tears at times. My friend was appalled too. That massive delay with the weather in the teens and to 10°F that night screwed up my whole schedule. I had too e a few things that night and the rest and my plants later the next day when it warmed up a bit ago they didn't freeze! By the time I got into the hotel I was to stay for a while, I was exhausted, deeply chilled and sick.i had called the van seevice in Longmont as no bus went anywhere close to the Uhaul place. No option all afternoon to pick me up. I couldn't walk 1.5 miles back to hotel on the dark and extreme cold. In the morning I called the Uhaul place and it kept ringing over to a central place and ultimately I was forwarded to the regional manager who would make NO adjustments to the bill considering the horrible experience I'd had and told me that I would have to pay another day since I couldn't return the truck the previous day. He said get it back sometime that day and I called for appt with the van service. I tried twice more to call the Uhaul store and got a different agent who put in a customer complaint for me. I haven't heard from anyone yet this week. Ultimately I did connect with the store owner and she was totally rigid and refused to adjust my bill at all. That it had taken 2 hours to pick up the truck she had NO apology for! She told me that wasn't her responsibility even though her store owns and rents for Uhaul. One of the worst experiences I've ever had!!!!!! I have no intention of renting from Uhaul again if I ever need a van or truck to use. Disgusting software and customer service!!!
CELETHA R
Longmont Storage 3rd & Hover St
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Longmont, CO 80503
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Customer Reviews
- 4.5 Average Customer Rating
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We have been long time customers and the Karla and her team have always been very pleasant and helpful.
AMY NI was concerned that the experience would be disorienting because I’ve never rented a truck before, but it was amazingly simple and they were very kind and helpful.
SALLY TEverything was wonderful and easy
ERIN WJust some workflow improvements you need to make. I made a reservation and when I arrived, the checkin process asked me for info I had already provided, a photo of my face, photos of my drivers license, etc. All that should have been done during the booking of the reservation. And because your uhaul app requires the photos to be uploaded using a cell connection, you are assuming the cell connection is good at all locations. I'm not sure if mine was at this location but the uploading of the photos took forever. I was on a schedule and had people meeting me to help load the truck so this was a problem. When I dropped the truck off, same issue. The photos would NOT upload. I tried for about 20 minutes and gave up. Your rep, when I called, said it was not critical to the booking that those drop off photos wouldn't upload but the purpose of them is to protect me in case of damage found on the truck that I did not do, so I would say those photos are important to me even if they aren't to you. You need to change the app so the photo upload does not rely on whatever cell service is available (you should upload the photos to the app and do the upload to the server when the connection is stable). Overall this rental was really frustrating.
Laura P