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Sharon J
Customer Reviews for The Mine
(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.
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MICHAEL BCustomer service A+
MARCUS WI filled up fuel more than level I originally received the truck at but was still charged a gas fee.
ANTONIO MNothing it was good
DANIEL AWe did not realize that the drop off location was right next to a school. Our drop off time was 3;00 right when school was dismissing and the traffic was terrible to navigate when you are not used to driving such a large vehicle. This should be noted and people would most likely try to avoid that particular drop off time.
DAVID DTruck was filthy. Looked like it had driven thru a concrete mixer
Cindy WCould not be better
RAYMOND LThe U-Haul representative was very helpful to me. I wish I knew his name.
LARRY MWeather was the big factor and you can’t control that. There was ice all around where the truck was parked. The tire pressure light was on too.
Carolyn WWhen picking up my vehicle, it had 1/8th of a tank of gas. When I asked the U-Haul employee if I was expected to fill the tank up once I was done they stated I only needed to have as much gas in it as when I picked it up, so 1/8th of a tank. When I proceeded to drop the vehicle off at the end of use, I returned it with the same amount of gas as when picked up, 1/8th of a tank, but I was informed I was going to be charged around $16 for the additional gas that it was missing, plus a $30 gas convenience charge. To avoid these charges I then went to a gas station nearby, put $16 worth of gas in it, which then doubled what was in the tank when I first picked up the vehicle. I absolutely felt scammed and won’t be retuning.
Connor HVery good customer service
MARK SI didn't care for the remote drop off. I arrived at 3:30 in the afternoon and did not see a human. While ok not great.
HOLLY RI couldn’t access the truck because the keys were not in the lock box. I couldn’t speak to anyone onsite because it was a weekend and no one was working. After reporting this to customer service, no action was taken for almost 2 weeks. Then all I got was $50 back from my prepaid $125. Horrible experience, won’t ever try to use them again.
Peter NA lot of representatives on the phones are very unprofessional.
MICHAEL BNo personnel were there. Some uncertainty about the process for dropping it off. Hope it got recorded correctly as being returned. Hard to recommend at this point.
Anderson RThe U-Haul unattended drop off works excellent. This location was easy to get to and had a good cell signal to be able to take the photos and complete the return.
KEITH TSpecifically asked for a truck with a ramp. On the phone and in person. Was promised one on the phone. Had to purchase a ramp on the fly to complete my move. Then was told no U haul has a ramp by the store manager. This is funny to me because…. Wait for it. I work d for a shop. And we rented u haul trucks. So I personally have slid the ramp into many many u haul trucks. In addition. There were approximately 30 moving blankets in the box of the truck. I almost left them on the side of the road. Took up about 1/5 of my moving space. Unhappy customer.
MARK RUhaul movers postponed us, then canceled on us. We were stuck with a truck we couldn’t use, and no movers. U-Haul refused to refund the cost of the truck we didn’t get to use.
TODD JI was very happy with my experience at this location. Staff was friendly, attentive, efficient; the facility was nice and the parking lot was well maintained with no large potholes and was well lit for a night time trailer drop.
RANDEL ZI would like to thank Brian, the manager out of Denver, for his professionalism and helping us with our issue.
CORRIE WCan’t book for early pick up at this location even when the website states you can. So we waited for an hour to get our truck. All of the information I provided on line had to be taken again in person. Seems like there’s a communication error btw app and facility.
Lora FI rented online, since site is not staffed on Sunday. But, when I arrived there was no key for the truck in the lock box. A Uhaul person by telephone helped me to unlock all 6 of the lock boxes and no key in any. And, they are still charging me for the truck. Ha. My invoice says I moved the truck 0.1 miles. So they charged me for miles, $40 per day, insurance and roadside assistance, taxes and for pads that weren’t in the truck. Outrageous. Don’t rent from Uhaul, especially not this place.
Keith LGreat service! Quick and efficient pick and drop off!
Charles CEasy to rent online, even easier to pick up and drop off, Looked at home depot to rent the same, cost was more and less time at home depot so glad to have u haul
Chris lHard to find someone to help at this location, but when you do, they are super friendly and have great customer service. My complaint is to Uhaul corporate. Fix your app. Very slow, crashed in the middle of checking in. I called the 800 help line and told it was a 20 minute wait. Very frustrating when this site has 24/7 check in, but you have to wait so long to do it.
TODD JGreat to work with the folks at the Mine. Interesting to see more and more of your trailers have little dings on the fenders?
Andrew FI tried to return the truck via the website/app. It froze at an uploading pictures moment and when I finally got it back going everything was gone and it said I had returned the truck. So I hope it all went through. Also this survey has a glitch, where if you pick not applicable it doesn't allow you to submit it.
Rustain MNo improvements needed! Great location and price.
Scott DThe $20 after hours fee that you charged without telling me almost doubled the price of my trailer. Instead, you should have said, "Thanks for renting this trailer for a few hours at the end of the day and returning it promptly. Now we can rent it first thing tomorrow morning." Instead of creating a "win-win", this bogus after hours drop fee has soured me on UHaul. I will only use U-Haul only as a last resort. Congratulations. Enjoy your $20.
Steven NMy only complaint is that the owner didn't want to help shovel a yard and a half if dirt.
Thomas MN/a
rob lExcellent customer service and ease of drop off!
Richard KNo problems!
Tara JIt was easy pick up and agent was friendly and helpful. 20’ truck was great and performed well on trip. Only real complaint is the windshield was not cleaned and we had to work on it a bit on our first stop
Michael GSame as above
Gary RSee Above comments.
David MThe truck was all ready to go! Pick up and return was easy and smooth.
Barb HI reserved a truck for 9 am in Lakewood. You sent me two hours out of my way and nearly made me late for my movers. Again. I’m done with u haul.
Jarred AI was promised at LEAST a $50 credit. I’d like to change that to $100. I booked a location that failed to have a unit and so I had to drive over an hour away to get a unit. Not to mention I had to wait a long time for the employees to show up. The OWNER ended up showing up to get me connected. I was nearly late for my son’s graduation from college and had to waste MORE gas driving fast.
Aaron HWould have liked a full tank of gas vs. 3/8 full. Easier to pick up full and drop off full!!!
Cliff PThe 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 LThis 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 M