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CYNTHIA U
Customer Reviews for Rocky Mountain Storage
(U-Haul Neighborhood Dealer)
Testimonials From Recent Customers
Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.
Great People and Communication
KENNETH WGreat People and Communication
Kenneth WGreat People and Communication
Kenneth WGreat People and Communication
KENNETH WI had a terrible experience picking up a U-Haul from Rocky Mountain Storage on August 30th around 12 PM. I used the U-Haul app (which was very easy to use once the truck was located) The first step in the app was to locate the truck and verify that the code on the truck matched the photo provided. The problem was that the truck was not where the app pictured it to be. Instead of wandering around the lot, I went to ask for help. Before I could even walk inside, the woman working the front was already unlocking the door, asking how she could help me. I showed her my app and explained I was just trying to locate the truck. Immediately, she asked, “Did you scan the code?” I showed her again that I was still on step one, find the truck, and repeated that I just needed to know where it was parked. Instead of listening, she kept repeating over and over that I needed to scan the code, completely ignoring what I was actually asking. Scanning a code wasn’t going to make the truck magically appear where the app showed it. Her tone was rude and aggressive from the start, and the way she spoke to me made it seem like I was incompetent or bothering her for asking such a simple question. It was clear she felt I was inconveniencing her, when in reality, all she had to do was point me in the right direction. After brushing me off, she finally sighed heavily and said, “Oh my gosh, I’ll just do it,” and even muttered under her breath that “this is why I hate the app.” She walked inside, and I followed her. She asked for the name on the reservation and continued to insist that I should have gotten an email with a code. At this point, I was very frustrated because I wasn’t asking about a code and didn’t need help with one, I just wanted to know where the truck was located. I explained that all I received was an email full of terms and conditions, no code. She still ignored that, then got up and walked outside to the lockbox herself to hand me the keys I never asked for, and finally pointed me in the direction of where the truck was parked, which was all I had been asking for from the beginning. Once again, I wasn’t even asking for help with the lockbox or the code. I was simply trying to find the truck’s location so I could complete the check-in through the app myself. Because once I located the truck and verified the code on it matched the one in the app (confirming it was my rental), I eventually got to step 3 that then instructed me to locate the lockbox to retrieve my key. If she had just pointed me in the direction of the truck to begin with, I could have followed the steps exactly as intended and completed everything myself without “inconveniencing” her at all. By not listening, she made her own job harder and turned a two-second question into an unnecessary confrontation. To top it off, when everything was finally over, she ended the interaction with a snarky, fake-pleasant “have a good day,” which only came across as condescending. There was nothing friendly about her tone, and I walked away genuinely baffled that the interaction had even happened. This entire interaction was unnecessary, combative, and unprofessional. She should not be the face of this business if she’s going to treat people that way. A simple two-second answer turned into a frustrating ordeal where I was made to feel small and unwelcome. I will never use Rocky Mountain Storage again, nor rent a U-Haul through this location. If needing assistance in any way means being treated like an inconvenience, I’d rather take my business elsewhere. I unfortunately did not get her name, but whoever was running the front of this location on Saturday, August 30th, around 12 o’clock is the person I had this interaction with.
Kendall CInclude your equipment. I had to drive all the way over to Overland location to pick up a dollie. Not even sure if I get reimbursed for the miles I drove over there even after talking to customer support.
Frances SServed its purpose and definitely worth the cost but the cab was pretty dirty and the driver side mirror shifts every time you break or accelerate. Other than that the staff at this facility is friendly and top notch.
Brett RShannon gives friendly service.
Nick YI HAVE A HUGE COMPLAINT THAT NEEDS IMMEDIATELY ATTENTION. PLEASE RECTIFY THIS SITUATION. Upon returning my rental, no one was there. Understandable since it was a Sunday. I returned my rental with more gas than I was given and they marked it totally empty, charging me $135 for gas. Furthermore, they put down that I returned it on 8/11 when in fact, if they check their camera, I returned it on the 10th of August. They processed the return on the 11th. I’m suppose to get a whole day’s credit WITHOUT the charge for gas! Will someone please contact me @253-258–2346. My contract # is: 77795890 Thank you, Guy Ceno
GUY CVery helpful, suggested in useing the right vehicle. Great advice!
Gordon FNo equipment was included that I previously reserved and paid for.
Brookland FShannon the manager there is just amazing. She always goes above and beyond with her customer service.
Mark OHard to improve...... The representative at this location went above and beyond to overexplain the process and make the complete transaction go 100% smoothly.
Brian TSuper nice and friendly gal. Very professional, super easy and an overall great experience. Thank you!
Karla HWe dropped off our 10' van after hours; we weren't sure of the procedure so we called the location. We got an immediate text response with very clear and personal instructions from the location customer service gal (she had lost her voice) - So easy!!
MICHAEL SShannon was amazing! Everything went smoothly and was exactly as I reserved. I ended up renting a unit and she had everything taken care of very efficiently. I highly recommend this location if you are ever in need.
Jacob PStaff member here was great!
Michael GThis location has the best customer service I have ever experienced. Rocky Mountain Storage will be my place for future U-Haul rentals and storage.
Jason HJune 2, 2025 I rented a truck. When I discovered it didn’t have a ramp, I call the guy who rents it to me (I believe he was Anthony), told me to come back, and he said that tomorrow morning he will have to truck with a ramp. So, I drove back. I was gone for about a half hour. And, my office is about 2 miles away. So, maybe I put 4 miles on the truck. I was expecting that he would not charge me anything, because THAT was what He Said! I call him to see about the other truck with a ramp, no one call me back. June 3, I got charged $69. And, when I called the facility, they didn’t know what happened, so they sent me Anthony number. I Called him, left him a voicemail. Still waiting for the response
DENNIS CWoman that runs the place was awesome. have rented from other local places and all had bad attitudes. i wish i remembered her name, but a 5 star experience. cheers steve
STEVEN SEverything was great!
David BShannon the general manager is fantastic. She is helpful, knowledgeable about the equipment and makes you feel like you’re very important and valued.
Dennis MThe Rocky Mountains storage people were top-notch to deal with. I have no comments to improve for the next customer.
William LEverything was great! Very friendly and professional!
David AThese folks are awesome! They were very accommodating when I picked the wrong truck not realizing it didn’t have a loading ramp. They allowed us to return the wrong truck and switched to the correct equipment very easily and got us on the road. We completed our project successfully!!!
Victor CShannon at the front desk was amazing.
Mark CDid not engage w any personnel
Polly RParking lot was miserable for trucks with an AT
LAWRENCE GBest place in town to rent a truck from. Very great staff and very efficient.
Julie WYou should NEVER send someone to this location. I am insulted that you sent me here. There was nobody on site. A note saying to ONLY park in one place or else, and that place had NOWHERE to park. Then the charged me an extra day when I did NOT return it late. Utter crooks and thieves!!!!!
JOANNE OPerfect, friendly and fast!
Al FI'll rent from this location again in the future.
Al FSuper nice and friendly lady helped me, made it quick and easy.
Kye MThe girl who helped me was kind and very helpful. More should be like her
John HThe good: The van was there and online check in was a very easy process. The bad: The inside had dried mud on the driver side and rear. A chiplote cup was left in the passenger side cupholder. The van had the low tire pressure light on. I didn't have anything to put air into it. Lucky my trip was close. Then after my first stop, the van was calling for an oil change soon. I don't expect perfect and the van did serve its purpose that I needed it for. I would rent again.
MATTHEW CCustomer service was top notch! Would recommend 10/10
Amanda TShannon was such a great help. Would go through them again!!!
Kenneth WSome of the best customer service I've ever seen.
Sergey PService was outstanding. Best rental experience I have had.
Jeffrie MThe location was okay but it was frustrating that it was unmanned during business hours on a work day. Thankfully, the note on the door had a cell number for an employee who responded quickly.
PETER BI've used Uhaul quite a bit over the years and this location was by far the BEST location with the friendliest, most helpful person ever! I loved this customer service. I wish all Uhaul facilities had this kind of customer service!!
LORI JJust be sure customers have all their belongings before they leave
Kimberly BNo personnel available as they were closed when I made my return drop off
Tawny BGreat experience. Easy. Staff is so polite and kind.
Jennifer Pgreat customer service!
MACKINZIE SShannon is kind, efficient, knowledgable, and always there to help. We will continue to use this location for all our transporting and storage needs. Thank you for having such great people.
JENNIFER HGreat experience, the person I spoke with was helpful. Was a fast process and my return experience was easy.
Roger JThe customer service was EXCEPTIONAL!!! The counter agent was friendly, PROFESSIONAL, and made recommendations based on my needs (that also was financially advantageous)! This location is 5-Star quality!!!
DANA HGreat drop off local. Quick service and very friendly.
John MBest u-haul experience I have ever had! Best rental experience I have ever had! Will use every time from now on.
Eric CKeep smiling Shannon.
MAURICE M2nd time at this location, courteous and helpful staff. Rental always goes smoothly. I'll definitely go here if I need a truck again in the future.
BENJAMIN VI use android and was unable to pickup my truck using the app. The part where you take a [picture of your license did not work (kept using selfy mode). I had to use my son's apple phone. Also, way too much to do to drop off the truck with all the pictures (and again app did not work for pictures, was in selfy mode)
Christopher DEasy, quick drop off. Will use them again.
MARK TYour app and self check-in process is not what I would expect from a company like U-haul. The app kept shutting down while trying to confirm my final mileage. The check-in process is also inefficient. The amount of time I have had to wait the last couple times to get verified is frustrating. Lastly, the facility manager is rude and unpleasant to deal with. Poor experience overall.
JAMES WWhen i dropped off the truck i told the person about the issues and that i had to drive an hour to get the vehicle, i was told that there would not be an extra mileage charge. Then i received a mileage charge that is close to the extra distance i had to go to get the vehicle.
Norman FNeed to improve on customer service.
Rachel PI don’t have her name but the young lady that did our transaction was really good and very knowledgeable. Thank you.
Dennis M