Customer Reviews for U-Haul Moving & Storage of Highlands Ranch

Évaluation :

1

Self check in wasn't working so went inside to pick up my van. The young lady who helped me was amazing!! And everyone else there sucked big time. Go to get van, and a low tire pressure alert pops up. I go inside, the one who had been helping me and also the OTHER one, the older lady who clearly just hates her job. The nice one calls me up and I tell her about my tire, and the old one chimes in and yells ‘go over there an mark will help you' and points outside without even looking at me…okay… I go to where she says to ‘wait' for mark. I see him across the lot filling propane and hitching a trailer. We make eye contact once he's done and he just walks away towards the back of the building. At this point I had been waiting outside for at least 15 minutes, so I go inside to verify I was in the right spot. The nice one was with someone, and the other one sees me walk in, looks at me, and turns to the nice lady and says ‘well, I'm going outside for a while' and proceeds to roll her desk chair into the middle of the parking lot and starts to smoke. Once the nice lady was free to help me, you could tell there was concern because at this point it was around 9:45 and I had still not left the lot for my 9:00 pickup. She's looking on the cameras and finds mark who is walking up front. Of course, he's talking with the rude one who is smoking. I walk up to them and I'm not even kidding they stare me down and don't say ONE WORD. Which was weird because the rude one was the one who told me to look for him so she knew why I was over there… I ask mark ‘if he's the man to talk to about the tire' and he scoffs and rolls his eyes and says it's just a broken sensor and it's fine, and he won't look at it because he already knows what's wrong with it.. so I just waited over 30+ minutes for nothing?? OKAY. Get back to return the van, about 1,5 hours later, one truck guy working, guess mark was on another ‘break' (must be nice wish I could take an hours work of breaks in two hours at work) so we're outside waiting by the sign that says to wait there with your equipment. So at least 10 minutes go by, we go inside and the rude one yells and asks if we rolled down the windows and left the keys on the seat. No… the sign says to wait so why would we just leave the keys….? This is when she informs us there is one guy on and the other one is ‘on a break' (mark) so, we did what she said and left. Rented cans/trucks from uhaul over half a dozen times and this experience makes me never want to deal with y'all again. Rude lady and Mark ain't it.

Évaluation :

5

All went well. No issues.

Évaluation :

5

Flawless. Love the app and that I can check the truck out myself.

Évaluation :

1

One of the associates working the desk was extremely rude, disrespectful and has no business working with people. I will never use this location again

Évaluation :

3

Be sure to tell your renters about the cost of the fuel at the facility versus getting somewhere else. It cost me $36 for not being told this information

Évaluation :

1

Our order included a ball and hitch that we never received. We did not realize till we got home that we did not have it and I had to get a refund. We were never notified when the work was done and were sitting in the parking lot for who knows how long. You wired the goddamn 4 way flat connector backwards! How do you fuck that up? We drove around with the turn signals backwards for a whole trip because you screwed this up. I will never be using uhual again.

Évaluation :

5

Friendly, knowledgeable, and helpful employees and I appreciate them fitting me in this afternoon.

Évaluation :

5

The customer service from all the employees was excellent. The Uhaul reservation system was terrible.

Évaluation :

5

Made the drop off experience smooth and easy.

Évaluation :

3

The woman checking me in was clearly irritated that I was there so I don't know what her problem was but the trailer hitch got installed and it looks like it's okay but what annoyed me is that they never called me when it was done. I walked over to Chili's while I was waiting since there's no place to wait there and I got notified when my car got unlocked so I knew when they took it in and then not that long afterward I got a notification that my car had gotten locked which I thought was weird because why would they work on it while it was locked but they must have just finished quickly and then never called me so I sat at Chili's as long as I could and then decided to walk back over to U-Haul and my car was sitting there with the trailer hitch. So I'm pretty sure it sat out there for an hour before I walked back over there. They could have saved me an hour of my day by calling me when it was done like they said they would.

Évaluation :

5

S.O.

Évaluation :

5

The lady was very helpful and kind very pleasant experience Thanks

Évaluation :

5

Merci

Évaluation :

3

Please hire help at this location. The man who helped me at pick up was grouchy. I was given truck with no direction of where it was. The truck had 1/4 gas seriously? Wouldn't it be wise to be at 1/2 so I could get to where I needed to go? No paper work start or drop off. No communication at drop off of are we ok or not what the price was. The truck itself was the worst drive ever. On the highway it drifted to the right and couldn't go over 50 with out shaking and drifting. Horrible alignment. I was charged $7 for equipment? I didn't even use. Horrible experience. Worst staff ( black gentleman)

Évaluation :

4

The Auto Transporter was not maintained. There were 2 bolts missing on the metal pice that held the wires and one of the chains the hook on one end was broken off and the right tail light was out. There are not enough people to help with the check in and out and inspection.

Évaluation :

5

Not really sure as the folks were friendly professionals and everyone I interacted with had a great sense of humor

Évaluation :

2

Understaffed, inefficient and full of people that don't want to be there. It's worse than going to the DMV.

Évaluation :

1

The person checking me in was rude, unknowledgeable, and was clearly having issues with her coworker's. She said several things behind their backs after she either ignored them or just treated them poorly. The tires on the trailer need to be replaced. There is no way this would ever pass an inspection.

Évaluation :

5

I don't know the ladies name at the counter that helped me. But she had excellent customer service!!!

Évaluation :

1

The last 4 or 5 trucks I rented had incorrect fuel levels! They refused to correct it at the inside counter. They were not too busy because one worker was sitting watching a CU football press conference with Deion Sanders! The customer service is absolutely horrendous! End of story! Uhaul, Udotheir jobs! We play on our phones! Pathetic!

Évaluation :

5

Overall Experience was a pleasant one. Overall everyone was helpful and courteous.

Évaluation :

5

Very nice staff, both the folks at the counter and the person that inspected the return.

Évaluation :

1

I was locked out of my unit because the store manager decided to manually lock up an hour and a half early. When I talked to him on the phone, he refused to open the door. This caused be to spend an extra $1500 on my move because I had to get a hotel to come back to the unit next day. I also missed picking up my furniture at IKEA and had to drive the truck an extra 3 hours to return for the furniture. I also missed signing my lease with the landlord so I had to wait until the landlord returned after Labor Day, so I had to keep the truck an extra 4 days! All because the uhaul store manager was negligent.

Évaluation :

5

Very friendly people, very helpful for last minute request.

Évaluation :

1

service was terribly slow. we made an appointment, were even 10 minutes early for it, and waited 25 minutes to be helped while the person was chatting away with the people in front of us while a line formed. eventually, someone came and helped filter the line and was quick and efficient, but it still left a bad taste. when we returned the vehicle, we waited about 5 minutes at the spot and saw no one, honked, had someone come out and look at us and walk the other way. my mom had to come in to find someone to help us return the vehicle finally after 10 minutes.

Évaluation :

5

Julian assisted us! An older man with a wonderful attitude! Thanks Julian for showing us love!!

Évaluation :

5

Fast and easy return

Évaluation :

3

Equipment was not well maintained. Truck's check engine light was illuminated and I realized it after I had driven away. I decided to abandon my project out of concern the truck would experience a mechanical failure and leave me stranded so I returned it within a few hours. Although they offered to provide a different truck, I had no confidence another would be better maintained so I made other accommodations to complete my project. No one offered to provide a goodwill credit for my troubles. Won't be back.

Évaluation :

3

truck I rented was not available when I arrived at the designated time. I had to wait an entire hour before the equipment was finally returned from the previous renter... this was a very frustrating situation for us -- the staff did their best to accommodate me and allowed me to have the rental without paying the mileage fees. They were also very apologetic. Thank you staff at Uhaul of Highlands Ranch!

Évaluation :

4

lady at the counter is very slow and disrespectful.

Évaluation :

5

Great Service and excellent customer experience!

Évaluation :

5

Casandra is an excellent Manager. When the elevator was out I was stressed trying to move out. She assured me that she would work with me and not penalize me for moving out late. This was very much appreciated because of my out of state travel. Pne less thing yo worry about. Thanks again

Évaluation :

5

Always Clean No complaints

Évaluation :

4

The lady that helped me was rude and condescending

Évaluation :

4

The guy outside was very helpful when I returned the trailer!

Évaluation :

3

The Black customer service person was extremely unfriendly and put out. She wouldn't work for me.

Évaluation :

5

The place was clean easy to find and the staff was very friendly

Évaluation :

5

Best UHaul location in the United States. I have rented trucks a half dozen times from this same location and each time the experience was flawless. Other UHaul locations have let me down so I have even traveled a bit further to use this UHaul on County Line Rd to avoid problems.

Évaluation :

5

Some of the employees that work the outside for pick up and drop off or a little Rude.

Évaluation :

4

The app is slow and due to bad cellular service in this area it is slow to load. Outside that it was a solid experience.

Évaluation :

2

Reservation was supposed to be guaranteed. I get a phone call a few hours before I'm supposed to pick it up saying the cargo trailer I reserved had been stolen. There were 2 others on the lot, but they said I couldn't take them because they said they were reserved. No crap, I had a reservation as well. I had to take a much smaller trailer which wasn't sufficient for the job I had, and wasn't given a discount. If I known the guaranteed reservation was bogus, I would've rented somewhere else.

Évaluation :

3

The only reason why I rated it as average is because of attitude. The lady that waited on my first thing in the morning acted like she really didnt want to be there. She has been there for a few years now and you would think that her attitude would change. Very knowledgeable staff.

Évaluation :

5

Friendlier agents please!

Évaluation :

3

better communication when checking the vehicle in on return. He just shouted over that the keys need to be in the ignition and that I'd get a bill in the mail which I have not received yet. No mileage check, nothing. I drove the vehicle 517 miles but have no idea what they will eb saying it was as he didn't come over nor did he acknowledge the mileage. I SHOULD have waited and had him verify but had a pickup ride waiting.

Évaluation :

3

Communication (such as an intercom or walky talkies), between the office and the workers outside would be a huge improvement in customer service.

Évaluation :

4

The inside glass was so dirty I had to pull into a gas station to clean it. Didn't notice it when checking in because the sun shade was up. Whoever cleaned it left so much soap residue that it made it impossible to drive safe.

Évaluation :

5

The 12'x6' trailer has seen better days. It was beat up and the door was very hard to open and this after we had to change trailers because of a bad tire. The staff at this location was great to work with and did their best to help us, but old and worn out equipment needs to be addressed. I prayed the whole 1300 miles that the trailer would stay together!

Évaluation :

5

We've rented from this location at least 4 times in as many months during a long move. Each time, the staff were super friendly and helpful and made pickup/dropoff a breeze. No weird nonsense, no unexpected charges, just easy truck rents!

Évaluation :

2

The first part of the rental was smooth, then it was a crap show returning it the next day. I was flagged down and told to back the trailer up to unhook. Once I did that I was told that I'll receive a notification that the equipment was returned in a email. It has been 24 hours and still nothing. I called several times and was routed to a call center. They couldn't even get in touch with this location. It's pretty embarrassing, so hold your breath that things go smoothly at this location.

Évaluation :

3

Long wait to have trailer hooked up.

Évaluation :

2

It took an unacceptable amount of time for someone to assist me in hooking up the trailer. A junky trailer was blocking access to the one assigned to me. Instead of moving it out of the way, Iwas given the old, damaged one. It had a roll up door that was difficult to open and close while the originally assigned trailer had swing doors. There were numerous people working inside and not enough outside to assist customers and move equipment.

Évaluation :

3

fussy and not helpful about backing the trailer into a tight storage spot. Person behind the counter with a child on her lap didn't bother to help despite a long line forming. Not a friendly location at all.

Évaluation :

1

I had to file a complaint regarding the truck and auto transport. The truck was not checked out prior to rental, had no trailer lights so I had to swap that for another truck that was given to us with no working windshield. Washer, fluid, and wipers were very poor. The auto transport that was given to us was sent out with two ball tires, and a rim that was not meant for that trailer, resulting in a massive blowout on the highway in remote, Texas in the middle of the night, which could've caused a disastrous accident. I expect a call from the general manager regarding this experience and the complaint I filed on 8/6/23 and will be calling back to follow up ASAP.

Évaluation :

4

Person who waited on me when I arrived for my 9:00 am hitch install double checked in back before I left to make sure he had all the parts needed. I appreciated his customer service.

Évaluation :

4

Easy access with large parking lot.

Évaluation :

3

Lorie was outstanding in working with me when there seemed to be miscommunication regarding the availability of a truck. She handled a difficult situation very professionally and accounting for both the company's commitment and the customers' needs. Very impressed!

Évaluation :

1

The woman that was working, at this location was extremely rude, and rushed me, not allowing me to tell her about, the Ramp, on the 26' Truck was not working properly. My Daughter, yelled out to the woman, that she had to crawl, under, the back end of the truck, to lift the Ramp, so it would slide, in to the Truck, and lock!! My Daughter, had to do this twice!! Totally, unacceptable!!! I spent a lot of money, to rent this truck, so I'm really not happy! At this point in time, I won't use, UHaul, again!! One more thing,?I picked the Truck, at 10:00 AM, on: Aug.05,2023, but was sent a Text, stating, that I had to have the Truck, back, by: 9:00 AM, on: Aug.06,2023, so that is not even 24-Hours. I returned, the Truck, by: 9:30 AM!! I paid $287.91, for this Rental, so I'm most assuredly, not satisfied!! Alicia Coughenour

Évaluation :

3

I scheduled my move in ahead of time with you. Nobody notified me that your elevator was out of service the day I was moving in. I had to carry my stuff up two flights of stair. Knowing that your elevator was out of service you should have provided help carrying my stuff up the stairs or at the very least give a discount for the MAJOR inconvenience. Super disappointing

Évaluation :

4

I’ve been excellent elevator has been functional, however, staff was as accommodating as possible with furniture dollies and carts, so it was tolerable.

Évaluation :

5

This is an incredible UHaul location! The GM was present and was super friendly. The staff was helpful.

Évaluation :

5

Taylor and Bryan were great !

Évaluation :

1

The employees we rude and unhelpful. After calling in the morning to confirm our van, we arrive to clear out a storage unit on the 2nd floor all to find out THAT THE SINGLE ELEVATOR IS BROKEN! SO WE HAD TO MOVE ALL OUR HEAVY STUFF DOWN A FLIGHT OF STAIRS. I CAN'T BELIEVE THAT YOUR COMPANY WOULD BUILD LARGE STORAGE FACILITIES WITH ONE, ONE, ONE ELEVATOR. NEVER AGAIN WILL WE HAVE ANYTHING TO DO WITH UHAUL

Évaluation :

3

I ordered a 15x10 storage unit and called ahead to see if it was available a day early. When I arrived with my truck full of stuff, there were only 10x10 and 5x5 spaces available. So I had to rent 2. Otherwise, everyone was friendly and mostly helpful.

Évaluation :

5

Very Friendly staff. Still hot even with it being climate controlled.

Évaluation :

4

The woman that assisted my move in was very nice. I dealt with two different people when I vacated the unit and they were not friendly or polite.

Évaluation :

5

Always Helpful!

Évaluation :

5

Le personnel était amical et serviable. Excellent customer service

Évaluation :

3

The employees at that location are terrible. I have been to many uhaul locations and they are way better. The manager at this location needs to be fired. A Manger should never speak to customers like the way she does. Terrible manager. That's all I can about that lady. If yall want more feed back yall can call me. I would like that

Évaluation :

5

Was very pleased with the facility and staff Thank you Larry Sharp

Évaluation :

5

The manager and staff ( especially Cassandra ) we’re excellent, helpful and professional.

Évaluation :

3

It would be nice to have access anytime to the storage unit. We live far from the place the unit was at and it was hard to get down there to clean it out without being able to go in anytime. We paid for it longer then we wanted to because my mom passed away and it was her stuff and we could of cleared it out sooner if we could of been able to get in the unit at anytime.

Évaluation :

5

Keep up the good work!

Évaluation :

5

Excellent staff

Évaluation :

5

The staff at the highlands ranch Uhaul are always friendly and helpful. We moved to the area recently and used them for multiple trailer rentals and drop offs as well as a storage unit and I am impressed by the level of service by Durrell and his team.

Évaluation :

5

Merci.

Évaluation :

5

Worked with Marcus and he was fantastic!

Évaluation :

5

Friendly service. Always have equipment available.

Évaluation :

5

Staff was very friendly

Évaluation :

1

The staff at that facility are very disrespectful and rude. As a business owner I know how important customer service is. And your employees would rather yell at you then help you. Their is one employee that I have 4 or 5 altercations with. And she says she's the manager. That's the problem

Évaluation :

5

They showed me everything I needed to know, was left with no questions.

Évaluation :

5

Everyone was always helpful

Évaluation :

5

Excellent all-around experience. I would absolutely recommend this facility to anyone in the area who needs self-storage. Merci.

Évaluation :

5

I was a little concerned about my ability to find my storage area, as well as as accessing the elevator and the sign-in and sign-out swipes. However the woman working with me was very specific in her directions AND came to make sure I had found my space. Merci!

Évaluation :

5

I never moved in but the team at this location is friendly and professional.

Évaluation :

5

Jasmine, Marcus and the rest of the staff at this location really made my extremely emotional and stressful move manageable. They were helpful in every way and just genuinely cared about what I was going through. I recommend this location 100 %. These are good people.

Évaluation :

5

Merci

Évaluation :

1

To get bitched out as I just arrived and blamed for blocking the door open is BS. The loading and unloading zone is used for general parking and is rarely available for said purpose of loading and unloading. Generally, the woman there are nothing but beahtches. I moved out and to another company because of these two things. I've been at this storage company on and off for over 15th.

Évaluation :

3

I liked it better when during open hours the doors could open to anyone rather than needing a card swipe.

Évaluation :

5

Terrific experience overall. Only minor complaint is that the card-reader check-in/check-out process doesn't seem to make much sense. You have to swipe-in at one reader in order to enter by swiping at a different reader?

Évaluation :

5

The gentlemen who checked me in did an excellent job and was very helpful.

Évaluation :

5

Your staff is great it's awesome it's obvious they all work well together as a team.

Évaluation :

5

Associate was very friendly, knowledgeable, and efficient. I wish I could remember her name to give her 100 % credit. All I know is she works every day.

Évaluation :

4

One male employee at the desk was not helpful or kind. When I came back to store my things it was clear that he had not much to do. Also employees park in the dock area where people are trying to load their things into the storage space which is very inconvenient.

Évaluation :

5

Laurie Ziegler was excellent to work with!

Évaluation :

2

VERY RUDE RED HEADED LADY IN FRONT OFFICE. YELLING AT PEOPLE. I KNOW ITS TUFF TO FIND GOOD HELP BUT PLEASE KEEP LOOKING FOR A DIFFRENT EMPLOYEE

Évaluation :

5

The staff is great and friendly

Évaluation :

3

Cannot get in after 7 pm and thought I had access until 10 pm.

Évaluation :

5

Employees were very helpful and quick!

Évaluation :

5

I was extremely pleased with this facility. 2 days earlier I was at the Santa Fe location. Was so up set with the situation and staff I walked out and canceled my reservation. Had to rent a storage unit because there was nothing available to rent and drive my belongings out of state.

Évaluation :

4

I have been continuously denied entry to the building with the card the staff gave me, it keeps telling me I'm not checked in and to check with the staff. They say it's likely a wiring issue with the new system. Aside from that issue everything was great

Évaluation :

1

Had issues before I even arrived to check into my unit. Prepaid online. They couldn't find me in the system when I arrived at facility. Than signed me up for a new unit that I paid for only they didn't attach my name to it. Got a call 2 weeks later when they couldnt figure out who it belonged to. Got charged late fees. Was told by a manager that i didn't have to pay rent for July 17th because my move out was the 29th. Only to be charged another late fee and told otherwise. Told I had to talk to the main manager who I could never get a hold of. I called several times in 7 days only to be put on hold for over 15min. each time. When I couldn't get a hold of the manager I was told to talk to i went there in person. The manager did not want to be bothered and walked away as fast as he arrived. I have worked in customer service for sometime. I understand staff shortages and long hours. Almost every person I interacted with was unhappy. Please provide them with better employee perks and benefits.

Évaluation :

2

The units listed as available in the office, were not available. I went up to the third floor and locks were on both 'available' rooms. Spent a good 25 minutes waiting to get another open unit while the employee physically went up to check on 3 more supposedly available units. Improvements need to be made in inventory control and updates. Customers shouldn't be inconvenienced, especially if they have limited time to accomplish multiple trips to and from the storage location in one day. I'm moving soon and it's stressful enough without more issues like that. Is it human error? Your inventory system? I don't know. Staff was kind and apologetic but here shouldn't be a need to apologize in the first place. Only thing making it more palatable is the first month is free.

Évaluation :

1

There are never enough people working at this facility. You are never able to reach someone on the telephone. If you need to speak to someone you have to go there in person because nobody ever answers the phone. There are typically only one to two people working so you wait a significant amount of time before being helped. In the time that I rented there, somewhere around a year give or take, I had set up automatic payments and twice the information got deleted and I was charged late fees because they said that I didn't pay. To which I had to go in to the facility in person to straighten out where the late fees were then reversed because it was U-Hauls there not mine. Overall, I will never rent a storage unit from a U-Haul ever again.

Évaluation :

5

Convenient green room f for recycling goods you no longer need.

Évaluation :

1

I believe the documentation between myself, the location's manager, the regional director, the moving company hired by the location's manager, and Uhaul's corporate legal department clearly outlines my sentiments about Uhaul and this location in particular. I will never again do business with Uhaul anywhere nor will I recommend it to anyone I know. Rather, I will urge them to avoid using your services. I couldn't move out soon enough. These strong, negative sentiments of the Uhaul brand that have left a lasting and permanent impression are due to one man, this location's manager. One man. A disrespectful bully, liar, manipulator, and truly a man without honor. Losing one singular customer is probably not important to a corporation the size of Uhaul. But trust me, the damage one woman can do by word of mouth and on social in the future can be impactful in an area like south Denver. I've never written words like I just did on any review in my life. And I didn't like writing them. I tend to only write about the positive things I find in an experience. So please don't dismiss my comments as a one-off disgruntled woman. This situation went far beyond anything that is acceptable in any arena of life. ONE MAN sullied your brand and your reputation. And he's still managing unhappy employees and unhappy customers who have come in contact with him. It is really amazing what you hear in an elevator. One man. I hope you stop and think about that.

Évaluation :

1

The staff are very rude and condescending. Constantly complaining while offering no solution to any problem. They parked their cars in front of the loading dock and came oit to complain about us having to drive in front of their cars, sideways, on the loading dock because the trailer we were supposed to have wasn't available so we had to load my minivan up with the storage unit contents. Whats the point of a reservation anyways? I drove 900 miles from where I moved to to clean out my unit. I made a trailer rental reservation 30 days ahead of time and the day before im supposed to pick it up, they switch it to a later time that same day. I'm Never renting from uhaul again.

Évaluation :

5

fantastic customer service

Évaluation :

5

Nice and clean,