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SHAWNA BCustomer Reviews for U-Haul of Arvada
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.
I dislike how the truck had a dolly and bag of blankets in it, that I did not request or require, occupying crucial space. I wanted to move it, but i would be charged if I did, so i worked around it. That said, because of this, the truck is actually smaller than advertised and it may make me reconsider using UHaul again in the future. Just saying
Gunnar NPicking up and turning in the trailer went smoothly. Turning in a day early reduced the charge. Trailer tracked well in the mountains between Denver and Phoenix, with its automatic braking feature.
WARREN LThe woman who took my return was just a delight. She really made it nice to rent from U-Haul.
TIMOTHY BStaff are very rude and not helpful at all.
Tyler WWhen I made the reservation I twisted a utility dolly but when I picked up I was told none was available. Even after pointing out the guarantee that it would be available I still didn't get iy
JOHN DThese people and this business as a whole is the laziest company and has the worst customer service and price gouging and all around awful business. Unfortunately they have a thing that people need and we have to use them if we want to rent a truck.
Lacey SAt pickup and drop-off the service people were awesome.
SETH WManager and staff were courteous and helpful.
MITCHELL WThe van was advertised as $19.95 for the day. In total I was charged $40.09 to drive 9 miles and had the van for just over an hour. The price advertised does not reflect the actual cost. This is misleading advertising. U hual deliberately misleads customers. I will avoid uhaul in the future and will not recommend them to anyone.
MATTHEW W*Arrived for the reservation, system was down, intermittent to shoddy service on app and at the desk. Took 45+ minutes for what should have been a 10 minute visit. Several sales were lost while I was there due to the system. THIS IS UNACCEPTABLE...the girls said it happens all the time. *The truck was parked SO close to the next truck that I had to basically squat and crawl under the mirrors. Good thing that I am not a BIG person, I couldn't have gotten in the door it was parked so close to the next truck After the truck was loaded and I was on the way to the destination, I was told by another driver that there were NO brake lights and or blinkers! Truck only had 5200 miles on it so I am assuming that nobody has checked anything on it. BIG safety issue!
Toni ZThe staff was very helpful
TIMOTHY PKnowledgeable and so helpful!!
OSCAR CNo problems
DAVID BLove the convenience of this location, however the location had so much equipment that it was a pain to get in and out. Was also asked to return to another location and that was a nightmare because we had to go to 2 different locations because the 1st location was closed to return equipment.
SHAUN VGood staff, management is on top of things!
ROBERTA EExcellent in every aspect especially the employees.
Christopher RThe lady working at this location went above and beyond to help me. She made sure things ran smooth. She definitely is an amazing worker!! She made it a great experience!
Phillip RThe General Manager excuse me but I forgot her name was amazing she made the whole experience enjoyable and actually very easy I would definitely go back for all my u haul needs thank you so much for being awesome!!
JOSHUA CREALLY hate the required check out and check in to be done via phone. Awful to use. Also the $19.95 per day local van rental a joke. Counting mileage charge, gas refuel, fees, and taxes my total was almost $100. Outrageous for a few hours use
Cynthia MNo comment
ADOLPHE MOverall, my experience with U-Haul was very positive. I rented a 9' truck, and it was in great condition - clean, easy to drive, and surprisingly maneuverable. I was nervous at first since I had never driven one before, but I quickly got used to it. The staff at the Arvada location were fantastic. They were friendly, helpful, and easy to work with. They made the rental process smooth once I was on-site, and I really appreciated their support. The one area that could use improvement is the approval process. I pre-registered and entered all my information ahead of time, expecting to be able to pick up the truck without delay. However, when I arrived early, as suggested by a U-Haul representative, I was not allowed to check in because I was too early. The rep kindly adjusted my reservation, but then I had to re-enter everything on my phone and go through an unexpected identity verification process. This involved U-Haul calling four different people to confirm my identity. In 2025, most people do not answer calls from unknown numbers, so I had to scramble to text friends and family, hoping someone would pick up. While I do not mind extra security, it was frustrating that this could not be completed before arriving at the location. If I had known in advance, I could have prepared a list of people ready to verify for me. Bottom line: Great truck, great staff, but the check-in and approval process needs better communication upfront so customers can prepare and avoid unnecessary stress.
Zachary OFriendly, knowledgeable and courteous staff. Extremely clean and well-maintained vehicle.
SONG ANothing
DANIEL RVery helpful customer service 👍
Wade NI have the kit to be installed June 19th, but they didn't have the lights. Then one day they just emailed to say I have an appointment during my work day.I CANCELLED! Then called to get rescheduled,on a Saturday. On the Saturday to have them installed they called and said they don't have the light kit. OMG!!! They also didn't want to reschedule me, why? I didn't make the appointment. So in August I go in to get my lights on. They don't tell me they don't have the lights they just take 6 hours to hard wire. Every hour was almost done, then an employee told me it's a problem with my car!!!! DONT EVER GO TO THIS UHAUL!!! No discount for all this, just an employee lying! WORST PLACE!!!!
Elizabeth BThe woman who assisted us was awesome! She also was very professional and did not lose her temper when the person in line in front of us was yelling at her and being rude!
CRISTY NThe staff was extremely helpful and knowledgeable.
Nicholas GThey were short on staff and complaining about each other. I had to grab my own blankets and return the folded exactly I received them or be charged a $15 clean up fee, which is more than what I paid to rent them.
SCOTT GYour pick up a return processes are too dependent on customers’ understanding of technology, and that doesn’t work reliably. The counter person constantly had to take my phone to move the process along when I picked up my rental. Very frustrating experience.
Peter WI was contracted to drop off at Westview Automotive in Northglenn, he informed me that he could not accept a drop off and sent me to a different location without calling ahead. They also did not have room for a drop off. Raul Truillo, was very helpful and called to the Wadsworth location and confirmed. When I arrived no one came to the pick up area to assist. I went inside and found 3 people at the counter, no one acknowledged me and were surly and not helpful. I finally followed the after hours process and left the trailer. The experience with U-Haul until that point had been positive, the drop off took over an hour including driving through city traffic to multiple locations. Disappointed!
William LAll associates were extremely helpful and friendly. At my age I found it difficult to navigate through the electronic process but the associates helped me get through it. I would have rather just filled out paperwork like in the old days. Maybe bringing that back as a back up process for us old folks would be helpful.
ROBERT UI did the self pick up option. As I was driving away I found that the truck's air conditioning did not work at all. On a tight timeline I did not return to swap it out. As I was loading the truck I then realized that the 2 TV boxes I had ordered were not in the truck. Since i needed those I went back to the location to pick them up. When I went to use them I found that they did not have the foam protection corners they were supposed to have. Pretty rough experience overall.
Jason HThis location has only one entrance on a busy roadway and is easy to miss if unfamiliar with the area. Otherwise, equipment return went smoothly. Personnel efficient. Store was well supplied with all moving necessities.
DALE TThere was nothing wrong with the truck but it did t come with all the supplies I had ordered.
KYLE SThe staff were helpful and friendly, the truck was tidy, and our overall experience was great!
Lisa MThe movers I hired through UHaul's website never showed up for the move. I ended up doing the moving myself.
Keith CMaybe don't make the customer go through the online mobile process if they're at the counter?
JADE SNot much to suggest except maybe offer a lower milage charge for frequent renters??
Chad GPhone app is a little difficult to navigate but maybe it’ll become easier to use after I do a few rentals.
JEFFREY MThe staff at this location required everyone to check in online and would not assist with check-in at the desk, which I have never encountered at the multiple U-Haul locations that I have rented trucks and vans at.
Catherine PDixie was really helpful as tired as she looked went above and beyond.
JAVIER TThe customer service was great during pickup and drop off. When we came into schedule our trailer, the gal helping was less than polite, but got the job done. Overall our experience was good and we would use this location again.
ELY GVery clean and well-lit for my late evening return. I did not interact with any employees because the location was closed. The online check-in went very smoothly.
STEVEN WAfter hours drop so no people
STEVEN PVery friendly and helpful
SHARON NWe love UHaul, have rented three times from various locations in the last month alone. Super disappointed at the unkind and difficult attitude of the staff member who "checked me in". Yesterday. I booked a truck online but DID NOT select mobile pickup as it was in business hours. Went to pick up my truck and from the minute I interacted with the woman, dressed in head to toe UHaul branded gear, I was made to feel stupid and difficult. Her first comment when I checked in was, "Great, did you check in on the mobile app?" I said no, I had selected in person. She ignored that and told me to go ahead and open the app, which I did not have, nor did I want. I am an app literate person who doesn't feel I need an app for evrything, nor do I want all apps on my phone. Well, she made me download the app, each time looking away (with airpopds in her ears) until the clunky app and poor wifi finally got it downloaded. I think had to CHECK MYSELF IN AGAIN. She helped other customers throughout this time so when I finally got to what I thought was the end of the MANY screens that i had already clicked at home, she glanced at my screen and said "Great, here you go!" She handed me some keys and turned away to help somebody else. No signal as to where the trucks were (yes, outside but there were 15 trucks all parked closely together), where to find mine, etc. So I went outside and wandered around for awhile, and eventually figured out which was it was. Totally parked in by other trucks. So I went in, she pulled out her airpods, and asked if I found it OK. I told her it was parked in. She said nothing, just went out and looked herself (she clearly knew where it was, which would have been nice to tell me when she handed the keys over). She told me she would give me different keys. So we went back in, got more keys, that truck was also very tighly packed in so I got to go back in again (near tears by now, my husband recently died and I would not say I was down for lots of difficulty just picking up a truck which I had done many times before). So I went in and asked her to move the truck. She was clearly very annoyed to be asked, but bolted out and did move it. Took her many tries and pivots, but she finally got it out. Glad it was her not me. Without another word, she put it in park and walked away. Then called over her shoulder "Did you get the text?" I had not but then one appeared a few moments later which then instructed me to do the rest of the check in alone. Which I did and was clunky. It's not a great system and then it told me that my license plate did not match the records. I went back in, asked her to come out and look at it. By then the app was barely working and she told me she thought it was all just fine and go. So I did. IT was a terrible experience that could have simply been dealt with when I walked in. Her toxic positive attitude was completely unhelpful and mean. At any point she could have turned it around and actually helped me out. I will not go to that location again (and I need to rent another truck this week). With all that said, our experiences at UHaul in general are so great, and almost all the people we have worked with have been wonderful. I won't let this one mean lady keep me away from a great brand, but she certainly ensured I won't go to that location again. It doesn't take a lot to just be kind.
Kim AYou installed a hitch and wiring on my car, THEN told me I would need to take my car to the dealership for wiring to connect to your installed wire. Why wasn't I informed BEFORE?? Now I am stuck in Colorado!!
julie fCustomer service was lacking. Gals at the front desk were not very nice. They acted like our questions were bothering them. It was our first time renting from this location and they acted like we should have known how to do everything we were asking about. Simple questions like where to pick up and drop off the trailer as well as what type of electrical connection for my truck.
WILLIAM NThe drop off location in Arvada, CO was also easy to find and the staff were helpful, even though very busy at the time. The drop off process was intuitive and once I uploaded the photos, I was able to leave it without any issues. I'd recommend this location to my friends and family. Thank you.
Robert LNothing
EDWIN BExcellent (and very fast) service. Deshawn is the best!
James BPulled into location following signs for drop off. Female told me to take to back of building, contradiction to direction signs. Difficult to manage due to size of my truck. Females in back told me to go back to front and follow signs. I refused . Dropped trailer.
WILLIAM GEquipment worked well but the scheduling and pickup process was frustrating. I booked a truck through UHaul.com for one location and they canceled that reservation and sent me to this location. During that rebooking they changed my pickup time to 2 hours earlier without notifying me. When I arrived to pickup the truck I was told my reservation was canceled due to being late. Once again, no one notified me of the cancelation. They did find me another truck after we complained. Then we found out that the appliance dolly we reserved was not available and they tried to sell me one instead. The staff were both very rude and unhelpful making me feel like it was my fault and not on U-Haul. Not surprised that they only have 2.5 stars on Google.
TRAVIS FDashawn and her crew were helpful and efficient when we picked up our trailer.
AUSTIN VDriver receipt of the truck I rented was extremely uncomfortable gas gauge on contract said 7/8 when an actuality was 3/4. They adjusted it, but it was a bit of a hassle. I also made the impulse to rent two bags of blankets, one bag which I did not even open. In the past, I only get charged if I use the blankets so I felt Getting charged for an unopened bag of blankets was a rip off. The lady who initially helped me was nice, but the check-in lady was too busy texting friends on the phone and overcharging me to be concerned.
PETER IThe employees were less than friendly or helpful.
Kristie BGood service. Like self check in and return.
Edwin EThe app didn't work the day I went for a mobile pick up. The staff was incredibly helpful and supportive. The mobile dropp off worked great. This experience was a rare example of excellent customer service. I'm grateful!
Christen MHelpful counter people during check out. Return was confusing Overcharged when I got the email receipt.
TIM UThe associates I interacted with at this location were very rude and unhelpful. They told me to complete my rental online instead of helping me right there in the store. Then, the agent online never responded to my chat in over 30 minutes.
LeTreash SThe phone based check in system has many glitches and drawbacks. Took much longer to check in than a few years ago.
Patrick BThe employee that checked me in and hooked the trailer up is the same woman that received the trailer when I brought it back. She was professional and made the experience easy and streamlined. She was knowledgeable about the equipment and rental process and had a great personality. She should be management if she isn’t already.
Brodie MDixie is the most amazing employee you have. She went above and beyond in order to make sure we had a truck. She was very nice and was helping multiple people at once. Give that girl a raise..
Reagan CNot a thing!!!!
Deborah BA very smooth transaction and rental experience. Staff was knowledgeable and friendly.
KENNETH PNothing, was good customer service. Dixie went out of her way to help me out in a tight window.
DAVID Lthe people that worked they kept blaming the system for being slow even though it was clear they were not familiar with technology
David 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 | Overall ExperienceVery nice, knowledgeable staff. Thank you.
Daniel B | Overall ExperienceIncompétent, unavailable, difficult to work with and no sense of customer service.
Emma M | Overall ExperienceAfter 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 | Overall Experience