A very smooth transaction and rental experience. Staff was knowledgeable and friendly.
KENNETH PCustomer 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.
Nothing, 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David MDon't force them to buy adapters so your outdated connectors can plug into modern equipment..either update your equipment or LET US USE your adapters. Ridiculous
KEITH EThe girls here at the front desk are awesome and very helpful. Highly recommend this location.
Corey DBeyond expectations, they provided service and accommodation of a changed need.
KENT LThe male Uhaul clerk was on his phone. I had to wait for him to look up and i asked him qhat the process was. He said, "Go to the app." I could go on but he was not very helpful. Plus there were 5 customers waiting in kine. He went right back to his phone. He was a male, 25, white and about 5'10". I will try to use another location in June.🤨
Daniel GThe person who waited on me only had one speed SLOW !
ROBERT GUhaul corporation changed the location of pick up, by email. That added 2 hours to my moving day. When I went to pick up, I was told I HAD to use the app to complete the transaction. I don't want the app. Someone else was struggling with the app, and staff said there was nothing they could do. Another person came in to rent and was told they do not accept digital IDs (I'm in Colorado). There was a young woman there who helped me, because despite being told by the man there that I must use the app, you actually need a person to rent a trailer. So she was calm and helpful, in a boot, and I could tell it all was overwhelming (multiple people in store and calling and the man was not helpful). She said a customer was upset earlier and he had thrown his phone at her. I felt bad for her. It seems uhaul needs more staff and more training. This was my second uhaul experience, after I said I would never use them again. I need to stick to my word, and never use them again. The most upsetting thing about this was uhaul corporation changed the location, costing me more time, fuel, and energy.
Jessica PWhen I arranged for the hitch installation the UHaul facility booked this to occur at 9 am in the morning at the U Haul of Arvada. When I showed up at 8:55 am i was informed by the person at UHaul of Arvada that their hitch installer did not get in until 11 am. This is a failure of the overall UHaul scheduling system. It is also a serious lapse on the part of UHaul of Arvada. They had my phone number in the reservation and they had it on their calendar, but no one ever called me to inform me of the timing mismatch. The installation was fine, but this failure to communicate wasted 2 hours of my time
ROBERT NTrailer was filthy inside Hand truck was not available even though I reserved one and they tried to sell me one. That’s classic bait and switch. Illegal!
ANDREW WGreat service!
DONALD RNo one at this location wanted to do their job. Absolutely abysmal customer service.
John BVery good service every time I need them.
GREGORY RAlways an excellent experience
Joseph MEveryone was nice, fast, and considerate. Thanks for being open on Easter for my return.
Kevin CSarah, was very knowledgeable & extremely helpful...she made the whole process, easier than I could have done on my own. Thank you again, Sarah
Shafaye THaving to do it all on my phone was a pain. Which is why I wanted to checkin inside. For someone who is shorter and older to keep climbing in and out of cab was not fun. Also taking pictures at pickup while understandably is not bad except when there is no room to take the picture. The staff was very friendly and helpful though.
Donna MVery nice people.
STEVEN LVery clean. Friendly and helpful staff!
Kendall SThank you for the great guest service walking me through the online check in. The truck was great. The only thing on the return after hours process is the site dropped after I took a picture of the interior truck bed. I was not sure if my return was complete.
Catherine Cyes but they need cleen the units befor rent i have the pictures before and when i clened after rent eend when i dropped the unot soory i dont wnat damaged the position of some body only the need care the costumer better tanks
RAFAEL AThe check in process is ridiculously painful
JOSEPH AThe older guy that was there clearly works gods ass off to do an amazing job. The other folks I encountered were NPC’s
JESSE GNot to be sent looking thru the lot for the truck. Have truck pulled around for customer
Cheryl KVery rude people Came back where the gas tank was given to me and still got charged
JOHN SHire more employees!
Ashley HSwitching the pick up to on line process only was painful to the customer and the employee as well especially when you a line of customers waiting ( the employee did her best to multi task as quickly as a human being can, Kidos) but the system was challenging at best
HASSANE BWas not told I was being charged per mile. The charge went from $19.99 to 79.00. I will never rent with U-HAUL again, and I am disputing the charge with Bank of America.
Angela MSunday opening pick up one person in the store that happens. But salesperson was being very short and rude along with did not care if we had a reservation or not. Once second person shows Kathy things went very well I commend Kathy for fixing the problem crested when I made the reservation in person three days prior. With out Kathy we would have left.
JEFFREY LI dont love the way you check out the equipment. Why can you walk up and request the equipment to the clerk working there? why does it have to be go to Uhaul.com or download the app and do it all yourself? Its annoying and it makes me not want to rent from Uhaul anymore.
Daren HQuicker check out
Terry BFriendly, professional, helpful, clean,well organized. Don't like the difficult website for return of equipment after hours.
ROBERT FVery very rude employee at this location. The lady that was there wouldn’t get out of her chair to help anyone. All she would say is is the app. We had to figure it out to get our truck. When we returned the truck we pulled up to where the sign said and waited like it said she never came out so I went in and ask for help. She still wouldn’t get out of the same chair. The sign said wait here and we will check you in. So again we had to do it ourselves. You should be ashamed of yourself U-Haul for having someone like that working at your front desk. I will ever go back if she is there.
Johnny GThe people at this location were friendly and helpful, BUT....The check in process with the app is excessive, very time consuming and not user friendly AT ALL. Every person trying to check in at the time we were there were confused by how the app worked and the frustrated employees had to walk everyone thru the process of using the app. It was much easier when there wasn't an app and the employees just rented you a truck.
Joni FU-haul app process is very cumbersome and unreliable. It was a convenient place to pick up but the U Haul very difficult to get the app to respond. The signal booster at the location is a MUST.
Thomas DThe location was good and the employees were doing a good job, but being forced to use the cell phone self checkout system by U-Haul is miserable.
Daniel OThe rental process is so bad. Having to use the app is the most unfriendly customer service process I have ever experienced. I said that I would not recommend this location simply because I would never recommend Uhaul and this rental check out and check in process. I will never rent from Haul again if this is the new normal. I am pretty tech savvy but this is the worst.
David JStaff friendly and helpful and it was a great experience, great people.
COURTLAND KI found many screws and pieces of metal throughout the lot. Also a very awkward layout
Jerad MWe arrived to this store and this woman helped" us who was very rude!! And did not have good customer service, then when we returned the uhaul 2 other very nice ladies helped us.
ALEJANDRO RThe manager is awesome.. but the two ladies who was working there in the morning sucks and don’t care at all about their jobs!!
Jessica HNA
KLARE LEverything went well. No issues and staff was great.
Tom VExcellent service. David was more than accommodating when I dropped the truck off. Thank you.
David rVery easy process , return was super easy. Maybe put a better idea of drop slot in door we walked around looking for box like picture has. That was the hardest part of the whole rental. Finding return slot ;)
Davan DWell stocked, convenient, and quick with a phone pick up. Would use again.
Marie DThis location welcomed us with patience and kindness after a cross country move. The assisted with problem solving advice and made the final task of our move effortless.
LISA RNothing
jessica bThere were two area of damage not marked prior to pick up and no way to document.that damage. Also truck given to me on empty.
Darin OEmployees were helpful
JONATHAN MI rented a dolly. The employees provided good information and advice and met my needs promptly.
Debra HEverything was fine! Just wish it were cheaper!
Paul KWill go back to ACE hardware for rental but not to this one, will not use this location ever and maybe not UHAUL, your web site for check in does not work very well, piss poor my opinion and you need new tech people. I waited over 35 minutes to check in. Truck not ready with my pads had to ask for them.
edmund gThis location provided me with quite possibly the worst customer service I have ever received in my entire life. The employee was beyond rude, on our arrival she only asked one question, not even a hello or good morning, just: “are you picking up?” When we replied yes, and we were doing in person check in she walked past us and said “use the app or website to check in.” So we tried, but we failed to complete the check in as the instructions weren’t clear, stating the keys were in the back of the van, but also in the store at the same time. When we went back into the store the employee clearly did not want to help us when we asked about the dolly we were missing, just telling us “we don’t have those,” then telling us the keys were in the truck, we told her we looked and she wanted to argue with us that the keys were there. Eventually she went out with us to the van, only to find no keys, telling us that they were inside the office. The entire time she was abrasive, rude, degrading, and clearly had no interest in actually providing any kind of customer service. Her unwillingness to help cost us 45 minutes on our move day and set us back immensely. After looking at online reviews it’s also clear that many other customers have had similar experiences with this employee, yet she’s still employed with U-Haul after what seems like many months of poor reviews. Due to this clear lack of action on U-Haul’s part to maintain any kind of customer service I’ll never be renting or using any of U-Haul’s services ever again after such a horrid experience.
Sarah KI have used this location several times and always been very pleased with their service. This time I rented a van and was forced to use the online 24/7 self service feature. I stood a the counter and struggled with your stupid website while the employee watched me and the que of people behind me watched me. It would have been far easier, faster, and less frustrating if your employee could have just checked me in at the counter where I was taking up space and time doing your job on my phone. So stupid that I am forced to do that while the staff stands idly by.
David BYou change my contract three times, I ordered a midsize truck with the vehicle transport. You gave me a small truck with the dolly trying to put my truck on the dolly to drive shaft snapped in half cost me $500 if I would had the right equipment like I ordered, I believe the trip would’ve been more smooth. It was very stressful and took a day and a half longer than what it should have. The original contract was signed three weeks ago. We were ready to go. You canceled the contract two weeks later when the snow was coming down in the mountains You issued. another contract ,. But yet and finally, a third contract was signed. We release to go with the wrong equipment. I am very tempted to turn this over to my lawyer grievance and stress. You caused all my family also on my financial situation. I will never use your services again and I will definitely not recommend you to anybody. I know very displayed Customer Robert.Barajas
ROBERT BThe app sucks. The people at U-Haul are great. It's just the app that I hate.
Mike MGreat staff customer service equipment well maintained to safety standards. Very pleased with the service will rent again.
BENI PCheck proper tire pressure
JEFFREY DThe staff at this location is wonderful and they were so kind to my son when picking up the truck and just as kind to me when dropping it off. The only thing I would do to improve the location is to have a broom available so that the trucks may be swept out upon return.
Juli CMore employees!! The Ladies that were working did an amazing job!
Wendy WDo not have the entire process online. Customers want to interact with a person to check out a truck, especially people who aren’t good with technology.
Lucy BThe woman working there this morning was extremely rude, short and dismissive. I paid in advance for a dolly. I was told there were no dollies available. When I said, “But I’ve already paid for it.” she said, “I can just cancel your whole reservation then.” She finally provided me with an appliance dolly, which was far bigger than I needed. I was stunned at how rude and curt she was.
Alan VI’ve spent an hour with a friend trying to get the truck that I already signed up to Rent. Everything had to be done online and it blocked us because we could not get anyone to answer their phone, which was not explained to us There was another individual struggling the app as well and yet one of the Attendance finally helped him. I was the first person there at 5 to 7 and the last one to leave. Finally, the individual customer service rep who finished with the guy that came after me had to restart the whole process. I was told by the first representative, she could not help me everything had to be done online. After sharing some choice words with the customer service rep on the phone she tried to help but again she was limited. Because I wanted to get back to the house by 7:30 to move as I was paying individuals to help me starting at 7:30 I was not able to get back to the house until after 8 o’clock. This online processing is a bunch of BS. If a person needs help, the two individuals in the store should help without question. I feel Uhaul should reimburse me for $100 ($25 times four persons) who sat around from 7:30 to after 8 o’clock Then when we returned the truck by 12:15. The same representative who helped us scolded us for not leaving the keys in the truck. Either she messed her Medication or needed to take her next dose. I will never go through Uhaul again. It was so simple in the past and and now it is ridiculously a waste of time, needless stress, and a hardship which shouldn’t be. I expect either a partial refund and/or a call back, not a needless email or text. So to rate my experience in one word.- SUCKED!!!
JOHN CNothing. It was perfect. :)
danna HQuick and easy.
Diane SMore cheerful reception.
RODERICK MDavid was great to talk to.
Rickie LI’ve rented from this U-Haul twice in the past three months, and both times have been incredibly frustrating. The first issue I ran into was with your app. After trying to deal with the app on my own and running into issues, I asked to speak with a real person for assistance. Unfortunately, that proved to be a huge challenge, and I was left feeling completely unsupported. When I finally managed to find the truck I rented, it was blocked in, making it impossible to access. I notified the on-site staff about the problem, and they asked me to identify which truck was blocking mine. This meant I had to go back outside in the snow and ice to figure out which truck was causing the issue, making an already stressful situation even worse. While the staff was friendly, they were not at all helpful in resolving the situation this occurred with different staff members both times I was in. It was clear that this was a "self-serve" rental experience, with very little actual support when things went wrong. Frankly, it felt like I was on my own through the entire process. I was hoping for a more seamless experience, but I’m left feeling very dissatisfied. I won’t be returning to U-Haul after these experiences.
JUSTIN DYour new "phone" check-in process is cumbersome, slow, overly complicated and confusing. For a first time user (of that new check-in process) it was NOT clear that you HAD to do this and how it would speed things up GREATLY if you did it BEFORE you went to pick up the truck. (I've rented from U-haul many times over the years but never did it this way). In particular, taking pictures of the truck was IMPOSSIBLE until you MOVED the truck into a large open space where you could back way up from the truck to get the pictures taken properly. Not to mention, it was freezing cold yesterday evening when I had to do this. You should give frequent renters the "option" to do it this way.... I would think you could give us a way to bypass all this.
Syd MThanks David
JOHN GI was having trouble with the app and the person helping me was was very short with me.
Linda SAn 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