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Jocelyn SCustomer Reviews for U-Haul of Arvada
Testimonials From Recent Customers
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The young lady was very professional and calm, it was VERY busy when we picked up and she was handling everything all alone. we were very impressed. The truck worked great for my needs and pricing is always spot on. checking in and returning was efficient and smooth.
Courtney HEverything went as expected except for the requirement to utilize the app when picking up the vehicle instead of simply working with the two folks at the counter. The app had a requirement to provide additional verification of my identity beyond my driver's license. This should have been addressed at the initial reservation or at least they should have advised of this step during the reservation. Five other customers and I spent an unnecessary amount of time searching for friends or family who were awake and answering a phone call from a random 1-800 number in the early hours of a Saturday morning. Had there been proper warning of this step and/or the other options such as a picture of my passport, I could have been prepared with the information and moved the process along. Uhaul, please make a few simple fixes to your process that can save your customers unnecessary confusion and frustration. Also, please stop forcing the use of the app onto customers when you have workers at the service counter who can do the same thing as the app without driving undue frustration.
david rMore signage to use the online check in. Long line to be told I could have done it myself
danny fUsing app sucked because app kept freezing
Matthew MThe check-in and return experience was laborious and excessively long. I would prefer to work directly with a human to complete these processes.
Victoria BGreat place. Staff very friendly and efficient thanks Tony Greenwood Products
ANTHONY NGreat service and good treatment
Fernando QMobile experience in the store is terrible
ryan BThe location was fine, but there wasn’t really any good place to wait - no coffee shops nearby, etc…
Sharon GSimplify checkin and drop off
KATHY BLocking and unlocking was difficult. Instructions were unclear what to do with lock after returning vehicle. But everything else was great!
Matt FThe app is terrible and wasted over half an hour of my time. Please either drastically improve or scrape it and let us talk to the people in the store
Justin HThe check-in process was a chaotic mess at best. Also, if we are required to do everything via a mobile web page then why do we need to check in with the front desk at all? Should have taken 5 minutes and instead took about 45.
Jason SI was told I could keep the truck an additional 3-4 hrs without getting charged. Then after I dropped off the truck I got hit with an extra day. The check engine light was on before I left the premises. The starting mileage on the odometer was higher than what the facility had listed so I got dinged for more money there. I have pics of starting odometer and uploaded it to the app.
MARK SY'all should send me a check for having to do the job your employees should do. What's the point of having staff if I have to do the entire check in/check out process?
pierce dToo many additional contacts are needed. You'll don't take digital IDs. Too many pictures of ID and myself. Had to take off glasses. Just not a good experience. Won't use uhaul again
TIFFANY LWould like to have had received recept.
merle sBoth the person at the desk and the person installing were very nice and friendly. They answered all my questions.
Alexandra BGreat service very helpful staff. 2nd time using this facility and would recommend to all thanks Tony
ANTHONY NOvercharged me for services I did not use and truck was dirty
Michael SMy last review was incorrect. If anything, I think they may have undercharged me.
Quinn GThe checking out process was a joke. It took so long for the approval and then going through everything, i still had to get the key from the representative. The fuel tank wasn't on full, i was very surprised that the truck ran. I am pretty sure that I won't be using uhaul in the future.
James BI had a 3:00PM appointment. They didn't start on it til 5:00 I had to wait for 2 1/2 hrs!
ralph hApp could not call up contract to check out. Lo k on truck would not open. After manager processed manually checked me out I received several emails about verifying plate number and identifying damage. These emails were not discussed during checkout and I did not see them until 6 hours later. When returning g truck the sign in lot says to stay with truck and an employee will come out. No one came. I went inside. No one came to front desk. Called into back room. No one came. Went back to truck. An employee finally came and totally ignored me. I finally asked how to return truck. She said I had to do it on line or on the app. I pointed out the sign that said otherwise. Employee said "we should take that down. Employee said I could leave and she would send me a receipt. The receipt charged me for additional gas. I have pictures that show mileage and fuel level at both check out and return. I BROUGHT THE TRUCK BACK WITH MORE GAS THAN IT HAD WHEN I CHECKED OUT! Service is not only bad, it is nonexistent.
tom kBe sure to do your job right and make damn sure you put the locking bolt or whatever you call it, into the trailer hitch to hold the trailer to the trailer hitch ball. It came apart. I could have wrecked the trailer, loose everything it is and cause a serious bad accident and severely injured myself.
Ronald BService and installation were great. Only suggestion would be to make a more inviting waiting area.
Lori MI was very surprised at the efficiency they acted in. Not only was it efficient, but the gentleman who installed it for me was very knowledgeable about the whole process.
Cara SThe U-Haul app is not very dependable. I tried to use the app to check-in, but it could not find my location (U-Haul of Arvada). Then, I attempted to return the equipment after hours, but once again the app could not find my location (U-Haul of Arvada). Fortunately, the employees at U-Haul of Arvada were very helpful in completing my check-in, and verifying my return of the equipment.
Ronald MThey did not had the appliance dolly
Michael SThe lady, I know I should remember her name, was very knowable on how to hook up the car carrier, anticipated all my dumb questions, and made taking the car off in Arizona a breeze.
alan aNot the friendliest staff at this location
Neil WThe online check in process is long and very cumbersome. The employee did most of it for me which at that point he should've just checked me in himself. I also think someone had slept in my truck overnight using a camping sterno for heat which caused the cab to smell very bad.
Jon KBecause the location was online pickup only I would never go back or recommend. Your online pickup/dropoff service is awful.
Michael DNot a Tyson. All was excellent.
JOHN GNot a thing, everything was goid
Rosalie tEnsure that the truck assigned for pickup is actually able to be picked up and not blocked in. Not sure what would have happened or how I would have gotten another truck had I come outside of office hours.
Gretchen BMy customer service rep deserves a medal! I am illeterate when it comes to technology and Sarah was extremely patient with me as she walked me thru the steps to check in.
KATHLEEN PWendell, who handled my booking, could not have been more helpful. I highly recommend this location!
lawrence mThere was no wiper fluid - not even water.
Alan DRented a 5x9 open trailer, the employees were great, the price was very reasonable, and everything went smoothly. The trailer, however, had a bunch of broken glass from light bulbs on the floor. Had a little bit of trash from the previous renter. The broken bulbs were a bit over the top. Not your fault.
JERRY SThe gentleman who helped me was quick and efficient and even more impressively, very patient with another customer who walked in the door while I was there in a bad mood and looking for a fight. I would have thrown the guy right out the door but your man was patient and professional and helpful even though this "customer" was being a complete jerk. Nice job, U-Haul Man!
Charlie CMake the app more user friendly. Nothing was working, had to keep closing and opening app.
Monique GSarah was freaking awesome!
John FGate to the trailer was extremely hard to open. Once opened it did not open all the way so there was about a 6 inch gap from the gate to the ground. The only way to get the gate to the ground was to have multiple people stand on it which was less than ideal when loading/unloading a motorcycle.
Ross GThe only disappointment was the unexpected fees.
James NNot anyone's fault that the first truck broke down. Calling the customer service number from the app got us "taken care of", except they don't communicate with the local branches when they do this so everyone ends up confused. This customer service number sent a mechanic/tow truck to retrieve the broken down vehicle and sent me across town to pick up another truck. Upon returning said second truck, I was charged for an incorrect drop off. I asked the "customer service" rep several times what information I need to provide and I was always met with "we'll take care of everything". I was able to get a partial refund based on this mishap and I am grateful. The guy who setup my initial rental at the Arvada location was very helpful and professional. He is the reason I will recommend people to use Uhaul.
Reginald JThe manager was very helpful, I really appreciated it.
john cThey were very friendly and willing to help me out by pushing my time back when I forgot my ID. They were fast and friendly and everything was clean. Just moved to Arvada and it was so easy here to rent a truck had a lot of inventory compared to some of the U-Haul.
Anthony CVery friendly and prompt service. Thank you.
Patricia CWe needed to extend our service due to a family emergency of a missing family member and were refused. Never Ever will I suggest this company again. Why have an option to extend if your just going to be denied. By the way, they are still missing. Thanks for nothing heatless bastards.
Michelle COnly thing that wasn't awesome is couldn't do the face recognition. Otherwise I appreciate all you badasses that made my day awesome!!! Will definitely recommend this location to anyone that says move, moving, Truck rental. Will be returning here the next time I need to rent a truck!!!
brock gThis location was convenient for me and the person who helped me, well full of gratitude for them. I have been using uhaul for years, and the people make the difference.
PAMELA PHorrible experience. Will be my last time using Uhaul. Pickup process was a mess, delayed our move and cost us additional money. When returning the truck, the staff on site were rude and unprofessional. So much so that the district/regional relief manage had to intervene with myself and an employee who went off the rails on me for asking a question. Never again.
Jamie MI completed the pre-check in online, but was told it doesn't work and had to go through the process again. I had no idea about the actual digital check-in process so it was far off from my expectations.
Chris FThe customer service is really low since everything is so dependent on the app now. As soon as you walk in the help you get is very minimal. Even when you ask questions. It's like they expect you to know everything beforehand. With that said, you should download the app. Sign in and do everything yourself on virtual mobile because these folks don't want to help. Make your life easier by avoiding them altogether.
Catherine BDavid is just too good lookin! That brad pitt look alike has all of the ladies droolin and a fella cant get thru the line. Great site w great people! Rock on!
Corey TThis time it was a seamless experience since I learned the last time that using the app and the pre-check in and check in makes it a smooth experience
Goal HI had ordered and paid for a dolly and pads but they were not in the truck - thankfully, I checked before leaving the lot and was given them - had I not checked myself, this would have been a horrible mistake and a major hassle for me. Your online checkout system, requiring photos to be taken of the truck (which for me, a single woman, late at night) was a major pain. Even with the flash on and the flashlight feature on my phone, the interior images are basically useless - btw, the interior cab light seems to not be functional making it even harder to get any interior photos. Other than that, the staff was kind and professional and the truck did the job. I do think it is false advertising to say the truck costs $19,95 when in total (even without your insurance since my auto insurance covers any vehicle I drive), it cost me $73,07 for approx 30 miles + gas. Even if I took off the dolly and the pads ($17) it would have been $56,07 - far from $19,95!
Stacey PThis used to be a great place, but it's been years since I've rented here. Now? Meh. The gentleman helping me was nice enough, did the usual hooking up the trailer and checking lights, took a photo of the hitch. I pointed out damage to the trailer that didn't have the X stickers. "I sent you a link just upload photos there." Then walked off from a trailer covered in 10" of snow. I cleared the snow off then checked the trailer thoroughly and recorded the damage all without any customer service. That's not right and not the level of service I used to receive at this location.
Ashleigh CYour entire new system of making people use digital check in and check out is going to piss all of your customers off. This is coming from an absolute tech person. The ONE person that was at the location wouldn't even talk to anyone in the line until they installed your stupid app. If you really think people are going to install your app to rent a vehicle once every three to ten years you are off. Words of wisdom from a CX expert, just because you can do it digitally does not mean you should. The one person that everyone had to interact with was in a shitty mood because she had to deal with corporate demanding everyone use digital check in/out. All of the rentals were covered in snow and ours barely started. I had to get my own snow removal tools from my car to get your truck ready to use. WTH are we paying for? Today was literally the worst customer experience I've had in many years. I will do whatever I can to avoid Uhaul in the future.
Dan BGreat experience quick easy Thank you guys
Charles CI arrived at 7 AM opening time but the store was closed. I waited for 25 minutes but no one ever showed up. I had to go back at 12 to pick up my trailer when I dropped off the trailer. I tried checking it the trailer back in with app, but it wouldn't work, very disappointed in the service. I don't recommend U-Haul.
Derek MAn employee that was helping was having trouble with the computer system. I noticed the same thing in Raleigh when I was getting my pod. Perhaps this is something that should be addressed by HQ?
Stetson R | Expérience généraleVery nice, knowledgeable staff. Thank you.
Daniel B | Expérience généraleIncompétent, unavailable, difficult to work with and no sense of customer service.
Emma M | Expérience généraleAfter spending a half an hour on the phone, talking to six different people, I supposedly scheduled my UBox pick up for the next day. The next day, they still had no idea I was coming for pick up.
Taryn C | Expérience générale