Anton was very helpful in providing my trailer rental on pickup and return.
David G
Goodway Towing
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Silverthorne, CO 80498
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- 4.0 Average Customer Rating
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This was a shit show. We placed our Reservation #75734698 on 7/06/26 for pickup at 430pm Fri 7/24/26 100 Fawn Ct Silverthorne, CO 80498. 15ft truck with 1 dolly, 6 pads, and Safemove $257. One day before the reservation, 7/23/26 10:38am Uhaul Colorado Dispatch 1 /303 /835 /4780 called me. There was NO 15ft truck. Instead, they would provide a 20ft truck for the same reservation price $257 with 1 dolly and 6 pads. Customer service stated they changed the reservation from in-person to mobile LATE pickup. Friday 7/24/26, we arrived at Uhaul about 630pm at 100 Fawn CT Silverthorne, CO 80498. The mobile app did not work. There was NO mobile pickup in our account for this reservation. I made a live chat. I was told the reservation was canceled!!!! We did not cancel it. The Uhaul Silverthorne canceled it without calling or verifying. We called Customer Service 1 /800 /468 /4285. I spoke first to a female, Karen, and recieved a feedback text. She transferred us to a second rep, a male, Nexen. Ref Id # 5919243. Doc # 78192597 spoke for 1.00.15hrs. Processed a NEW Reservation #:78192597. Told us we would be charged for a 20ft truck, dolly, and 5 pads. We said no, we would only pay for original reservation since there was NO 15ft truck and we did NOT cancel the reservation. It took 40 minutes for him to get the $257 approved. The app was horrible, it took 3 times to input the driver's license and photo. Then we were told to go to the lockbox to get the truck key. The code at the lockbox was PLTK. The box would not unlock with the keypad. Nexen said the code could also be entered on the padlock attached to the truck. We drive to the truck, entered the PLTK, it opened the truck. Inside, there was NO dolly, and NO pads. Nexen stated he could not process a refund for the dolly and pads or he'd have to cancel the reservation and start all over again. He would put notes so that a refund would process in 2-3days. We stated we did not want to drive away and pay for items in the contract that we did not get. He stated we would get the refund, just after the original contract processed. We stated scratches along both sides of the truck and a dent on driver's side back wheel rim. Very very upset with entire process lasting nearly 2 hrs to correct. We could not select the return location to the store we selected in the first reservation. We had to change the dropoff to a store farther away, Hooked up Towing, Lot 2, Colorado Springs, CO 80906. 7/25/26 we got this text, Hello This is U-Haul when going to drop off your rental at the return location please call or text 1 /719/459 /5635 before arriving as entry gate is locked 24/7. 7/26/26, we texted we'd drop off the Uhaul at 3pm. We arrived about 330pm and processed in the mobile app. Brandon the owner at Hooked up Towing texted us asking for the lock code. We texted PLTK. We also explained what happened because he asked where the 1 dolly and 5 pads were. After he said customer service and the Silverthorne store would need to process the refund for the equipment because there we no notes about the items being missing. Nightmare!! He said that we would not be charged for having the Silverthorne lock on the truck. We need the refund for dolly and pads. Later he texted stating he would process everything because he WAS able to find the Uhaul customer service notes about NOT receiving the dolly and 5 pads from Silverthorne. He wad helpful bit the whole process with Uhaul gets 1 star very poor. We will not use UHAUL ever again. the refund for the equipment because there we no notes about the items being missing. Nightmare!! He said that we would not be charged for having the Silverthorne lock on the truck. We need the refund for dolly and pads. Later he texted stating he would process everything because he WAS able to find the Uhaul customer service notes about NOT receiving the dolly and 5 pads from Silverthorne. He wad helpful bit the whole process with Uhaul gets 1 star very poor. We will not use UHAUL ever again. the refund for the equipment because there we no notes about the items being missing. Nightmare!! He said that we would not be charged for having the Silverthorne lock on the truck. We need the refund for dolly and pads. Later he texted stating he would process everything because he WAS able to find the Uhaul customer service notes about NOT receiving the dolly and 5 pads from Silverthorne. He wad helpful but the whole process with Uhaul gets 1 star very poor. We will not use UHAUL ever again.
Michael SWaited a half hour before being acknowledged. Then sales rep disappeared and waited another half hour before being seen again. Total wait time until getting truck was one hour. DO NOT USE THIS LOCATION!
Michael HThere was nobody there to assist with my drop off. I had to go on-line to complete the drop off and even then was not sure that i did it correctly. I suppose that I shouldn't complain as the truck was great and I successfully completed my move. I just like doing transactions face to face.
Sean HMy drop off location had to be changed because of delivery date. The schedulers were based locally, not outsourced overseas. They and the drop off location staff we're helpful, friendly and easy to deal with. I would strongly recommend. U-Haul to anyone looking for a one-way move.
Nancy V