The office at this location was poorly marked. We could see the trucks and trailers but there was no U-Haul sign on the building. The lady working there was very nice and helpful . What you do not ask in this survey….is what we think of your central reservation system ( the most important). That needs a LOT of improvement! It took us 3 attempts to get the trailer we needed. 1/ location change 24 hours in advance, way too far ( over 30 miles). 2/ told at the pick up ( also changed 24 hours prior!) that we could not rent what we had reserved…. That could have been figured it out at the time of reservation.
Joel L
Customer Reviews for The Mine
(U-Haul Neighborhood Dealer)
Testimonials From Recent Customers
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This facility was clean and accommodating. The staff was knowledgeable, organized, very helpful.
Kent Mnone
Joseph CIt was quick and efficient. Just what I wanted for a short term rental.
KELLY MI was very upset when we checked in the truck using the U-haul APP. We were charged an additional $12 for mileage. We picked up the truck in Aurora at your location on Abilene. Drove the truck directly to our house in Aurora. Loaded the truck from our driveway, We then drove the truck to our address in Monument. After unloading the truck we drove the truck to your drop off location on Woodmoor. We were charged for additional miles. ARGH! Maybe we should have had someone deliver the truck to us and pick it up to avoid the additional miles that were not calculated correctly in your mileage plan, Since there was no one to talk to when we dropped off the truck we were subject to your charges in the APP. We have rented several trucks from U-Haul over the past several months. We should be rewarded for frequent rentals. I am disgusted with your mileage calculations!
John KThe app did not work!!! Did an after hours return and had so many troubles with the app. Luckily I took a ton of pictures and screenshots and left a message for contact the next day. Things got cleared up and the customer service was great! Highly recommend fixing bugs with the app.
Christina TClean the back of the truck. Trucks with full gas tanks would be great at pick up and return.
Michael TAll good!
ROBERT GThe lady at the front desk was excellent in helping me, very professional and pleasant to work with. The reason why I ended up working with her is the online check in process is really bad! I got so frustrated with the check in process I gave up. I will say, when you reserve a vehicle it's very easy, but the electronic check in is awful!
Edward ALot is extremely small to being with - and with a very full size truck, very difficult to move in. Was always told to never disconnect the trailer, but the first thing stated to me as I was returning it was if I already disconnected it? I stated no, and was told that they would do it this time. While trying to put the trailer into a spot, I was told "put it between the lines, just like in kindergarten - as he provided no guidance at all. Next time, I will go back to Tanglewood Trailers in Palmer Lake, They are extremely helpful and nice.
Phil UWill Wahlgren did an outstanding job. He was very helpful .
jose vThe facility had the ability to do a rental outside of business hours but failed to put a key in the box. When normal business hours came around, they was no staff present to rent out trucks. Three people were waiting to pick up their truck by the time an employee arrived at the facility. There was no staff present when attempting to return the truck, even after waiting more than 10 minutes. Eventually I had to call the national customer service line to get the system to allow me to return the truck over the app. Hopefully this was just a bad day for this facility.
Kyle GProcess was seamless and easy so don't have anything to complain about
John BThe self check-in and checkout process is quite involved if you've never done it - need to allow at least 30 minutes for each. Would be helpful to have a heads up to plan this time as part of the rental process.
John MAmanda was excellent! Very efficient, friendly and engaged!
Jeff BEverything was perfect! I liked the after hours self checkout. The pricing was very clear and i had no surprises. Merci
Nancy BI have amazing day with the people in this location I was so happy to meet them Thank you so much!!
Ari WEasy, fair price, friendly staff. I appreciated that they already had little stickers indicating prior body damage.
Timothy MThere was a lot of moving blankets and dolly in side. Besides the ones that where sealed
Terry CLe meilleur
David RYour customer service was excellent and I will definitely work with you again for future needs of utilizing u-haul equipment.
Clint SExcellent service à la clientèle
David KVery easy off hours drop off.
Robert RHelpful staff
BONNIE BParking lot is difficult with the large truck and all the supplies ordered weren't there. Had to wait 45 minutes for someone to show up and get me the supplies.
Matthew HEasy process
DANIEL OThe place was closed and I called and left messages but never got a response
Faustino CClean the floorboards on driver side
Anthony RSuper friendly. Very easy to work with. No issues.
ryan mNo one even works here. Lol. What a joke
Kathleen RThis small location was quick and easy and the girl who helped me was friendly and helpfull. I'll use this location again.
David LQuick in and out drop off and access to their location. Very professional!!
Gary PQuick easy service. Newer truck and was in excellent condition. Friendly customer service. Would definitely use them again.
John GI had an issue with the automated drop off process after hours. The app did not seem to work correctly.
John SSaturday remote pick up a nightmare. Sitting in the rain while off shore team said they couldn't get clear I'd.I had scanned all drivers license and payment information the previous night. Since offshore folks kept rejecting photos of drivers license in heavy rain finally got to us support Offshore team said I didn't capture all edges of drivers license they neede a secondary constant. My wife was in shower. We had a vip nursery event we had to be at for breakfast event. So one hour later I get the code and go to locker units. These locks are maybe vintage 1980. Open the locker and key to truck was wedged between lock and not accessible. I tried tools in my car and then unit 2 fell off the wall. Called Uber back, went to my home, pried open lock box to get key and returned to pick up truck. One hour 15 minutes in cold rain. I was expecting a Home Depot, pre code, experience, in and out in 3 minutes.. U-Haul nightmare since we had to be at vip nursery event. So please inform your local company I rented from. I'll post a local woodmoor next door review following your response
Tim KTake the advertisement off your vehicles that say it's $19.95. Total BS and misleading
PATTY RI was able to pick up my uhaul trailer much earlier than I reserved it for so was very pleased with that. Overall, just a fantastic experience with no glitches!
John BSo easy - thank you!
Pamela SI was charged for being an hour late after being told just to have it back before Sunday morning.
Brian LThe young lady was extremely helpful and pleasant to work with!
Richard RIt was a bit of a hassle to check in as the link in the email was not connected to my account. Some of the check in/check out process was a bit hard because it uses the app and the app didn't always work. Overall, however, we got what we needed.
Nicole BNo improvement needed. Customer service was excellent. Process was simple and straightforward. It's nice to know we have a good rental place in the neighborhood.
Daniel KIt was convenient, the equipment was clean and nice. The customer service was excellent.
Katharine BEquipment was clean, however, I had to return to the U-Haul pickup location to have air added to the right rear tire to meet 80 psi standard. IMO this should have been checked before I picked up the rental.
William BI was a little worried about the previous reviews, but the other 2 locations in Monument/Palmer Lake did not have the trailer for the car. However, the Uhaul people were very helpful, working hard to quickly get me on my way. The truck was very clean, and the trailer was in great condition. They helped me load the car, teaching me how to use the trailer, and I was on my way. The truck and trailer worked well during the 800 mile journey, no issues. I wish the truck had cruise control, though, that's a long time to hold down the gas pedal, but not the fault of the location.
Sandra MAmanda was very helpful. Her customer service was superior with both picking up and dropping off the trailer. Would definitely go back and rent again at this location.
David DVery helpful and friendly...appreciated their effort and willingness to help.
Dwayne CThere's not a lot anyone can do about it. It was self service, so people are going to be gross when they're not held accountable.
Nicholas NStaff was very friendly and knowledgeable. We rented a van to move furniture. We were finished in four hours. Went very well.
Richard PThe truck was very dirty on the exterior and disgustingly dirty on the interior. I spent over an hour cleaning the interior. Something sticky spilled on the floorboards and was left there for me. The 15 ft truck was extremely noisy to the point of being quite unpleasant and my ears ring after riding at it for 8 hours.
Steven SWort experience using UHaul ever. I showed up at 9am and couldn't find the truck. Had to call their 1800 number to find out the truck was parked behind a big warehouse not even visible from the road. Then the keys weren't even in the truck. So I had to call back and the lady gave me the code and instructions to a lock box clear on the other side of the warehouse. This was not the instructions given to me on the self check in. By this time, an hour has passed. Then, once I finally get my truck, I then discovered that none of the items I had paid for(the furniture dolly's and moving blankets) were inside. So I call UHaul for a third time and they send me to some random persons home where we have to shift through his garage to find the two dolly's we can use. No moving blankets. By the time we actually got back to the home we were two hours past our initial start time which caused me to miss my daughters house warming party that evening. Moving is stressful and expensive enough as it is. And when you have to pay for this kind of terrible service on top of it…. Ugh! I'll never use this location again!
Sandra HI wish they would read the customers order of what equipment is expected and to have it in advance and not say we get what come in the trucks. They helped find it but got half of the moving blankets I asked for.
Robin BThe lady that connected the trailer to my vehicle did not connect it correctly, as the trailer came off my hitch as I was returning to my home. When I called the location for assistance, she initially told me to handle reconnecting the trailer myself. After insisting that she send help, the owner came to check the trailer and hitch and reconnect the trailer to my hitch. While reconnecting it, the owner informed me that he needed to show the lady how to connect the trailers. I'm confused why she was not initially trained and was being allowed to handle the U-Haul trailer rentals until she was trained. Thankfully there was no serious injury or damage that occurred.
Stephen MThe mileage calculated to new address was incorrect.
Daniel JYour app and website fucking sucks, I could not pick up without help from an employee due to your app/website not letting me reset my password. Also there was a severe lack of information on how to pick it up myself or drop it off after hours. Fuck your website and app it was a terrible experience
TIMOTHY OExcellent customer service. Trailer was clean and ready for pick-up. Excellent overall experience.
Michael F