I’m extremely disappointed with how my reservation was handled. I specifically reserved a 9' cargo van for an 8:30 PM pickup, and my reservation showed the cargo van as CONFIRMED. I even called U-Haul before going to the location to make sure there would be no issues and was told everything was fine. I paid for an Uber to get there, only to find out during mobile pickup that I was being given a 10' moving truck instead of the cargo van I reserved. By then the location was closed, and I was unable to get the cargo van that night. I had no choice but to take the substituted truck, park it, and come back the next morning to resolve everything. I did not use that truck for my move. The next morning I spoke with Itzel, the manager, who explained that she had tried to contact me. We then discovered that U-Haul had my phone number entered incorrectly by one digit, which is why I never received the call. I understand that she attempted to reach me, but this still does not explain why U-Haul allowed me to book and confirm an 8:30 PM cargo-van pickup if that vehicle could not be released after hours. I had also specifically called beforehand and was assured there would be no problem. I ultimately had to rent the cargo van under a new contract the following morning, costing me additional time, transportation expenses, and disrupting my moving plans. I was still charged for the substituted truck despite not reserving or using it for my move. U-Haul also advertised a $50 Reservation Guarantee when I booked, so I have contacted customer service requesting that they review the remaining truck charges, my documented Uber expense, and whether the $50 guarantee applies. I hope U-Haul corporate reviews this because there needs to be a better system in place. If a certain type of vehicle cannot be picked up after a location closes, customers should not be allowed to select that pickup time and receive a confirmation, especially after calling U-Haul and being told everything is good to go.
ROXANNE MCustomer Reviews for U-Haul at Sheridan & Mississippi
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.
Thank you for maintaining your equipment. Our car dolly worked great and was safe and clean. Thank you.
JASON PNo need to do anything about improving. Keep up the good work.
Regina TMy complaint is not with this location - I was frustrated that I reserved at a different location and two days prior to pick up I was informed that they did not have the vehicle. What is the point of reserving if that does not assure a vehicle?
Scott GKeep up the great work and thank you all your help .
Michael GBs as always
elise fThe Manager was way above the rest in Customer Service, friendly, Professional and extremely helpful. It is hard to find Help like her. it was 4:45 on Friday when I picked up the truck at 1104 S Sheridan in Lakewood.
Joseph CUpdate the system for people who have just paid their past bill, I had to wait almost an hour to rent a truck. That's it.
BARBARA GExcellent service and the people who attended us very kindly and at all times helped us thank you for that..!!
Blanca CBoth of my Uhaul attendants were excellent in their care and service at pick-up and at return. I was nervous about a 26' truck tight movement in the parking lot and they assisted me! Thank you.
Jared PJust wish the parking lot was bigger but that cant be helped
Austin IWe booked the rental at a different location and weren't told that the pick up location had changed. The trailer had a patch on the top that leaked due to heavy rain, fortunately nothing was damaged.
JASON BFriendly service but was penalized $20 for not checking out after hours. This is ridiculous. Staff did not inform me I had to check out on the app. This feels predatory and not a way to create a good relationship with a customer.
Tim JFor the next customer, Rent a two wheel dolly, one blanket/pad, a furniture dolly, one of their choosing at no charge.
gary cThe attendant working was great. Thank you very much.
Coder PHire some more people! The poor lady working at this location was running the place by herself. She did a great job, but that's a lot for 1 person to manage. She was very pleasant and professional.
GEORGE BThe woman who helped us with both rent and return was awesome!
Kevin KThis was probably the worst customer experience I’ve ever had. The truck I rented was in the back of the lot and blocked in by other trucks. The associate gave me a different one, but all the paperwork still had the previous vehicle and made me talk to the associate multiple times for it being the wrong license plate and mileage. The truck itself had a persistent message that the tire was low so I couldn’t see the mileage without turning on and off the truck multiple times. I was also charged for gas when I refilled the tank. Running in and out of the business to handle all of these issues cost me an hour of moving time. Truly a horrible experience.
Graham LThe lady working was great!!
Joshua BUnfortunately i forgot the ladies name who helped us. She was amazing and so helpful.
Laura LSuper easy drop off.
Morgan Cthe gal working on Sunday 6/7 afternoon was phenomenal. Amazingly helpful, friendly, and made our moving experience so much easier.
Alexandra NJeremiah was awesome, He went above and beyond my expectations and made sure my family had exactly what we needed. Everything went smoothly thanks to the expertise of Jeremiah!
Devon OLes falta que sea más fácil entregar un carro por la aplicación es demasiado complicado encontrar cómo entregar un carro por la aplicación
Jesus VLadies need more help. They are working their buts off. The other U-Haul‘s have 23 people working at it
Bret CCan’t think of a thing it was all good
Daniel EOpen on time. The store is very difficult to get in and out of
Kira WThe employees are always friendly and courteous.At this location, keep up the good work
ERNEST Bnothing
Henry HThe woman who helped us was fast, thorough, professional, and kind. I would go back to the location for that service. I believe she was Itzel.
Leah RExcellent customer service!!!
Larry OThe customer service was outstanding! You have amazing ladies working there. Made the process so easy and stress free.
Christanna SThe clerk didn't know gas mileage for a cargo van. I looked it up myself and found 18 mpg. I only drove 7 miles, so put in a half gallon. The gage didn't go up at all so added another gallon. The gage barely moved up. Disappointed that I put that extra gallon. Very nice, clean van, like brand new.
Jane Dyour fine just the way you are
DONNA RThe lady that helped me was awesome! Super easy place to work with.
Ken LHave enough staff.
Craig JThay were fast and eficient
ERNEST Bstaff is always friendly and helpful to customers' needs
Fred DGreat location team - the woman that heled me was great and heled be with everything.
David LGreat job amazing service
KEEGAN SGreat customer service she was on point with everything I needed thank you so much
YOUNG PThis location was not very helpful nor professional. I waited over 20 minutes for my key after doing mobile check in! App wasn’t working and it took me two times asking a staff member for help! Rental truck was dirty inside and out! I SHOULD BE REFUNDED!
Christopher FFriendly associate
JOE GThe crew seemed to do everything right.
MARK KContinue doing what you are doing, was very happy with the experience.
RONALD BEstá muy bien así
JORGE PAll great, continue to smile
Shermae JBe nice and thats it.. yall were the best
TOMMY VGreat service.
HANNA JNo comments
BARRY MBest u-haul experience I’ve had in so long.
LANDON LThere are no apparent improvements to suggest in the work performed by both Itzel, and Jerimya themselves. However there is a great need for another worker!! Seeing Itzel by herself running the southwest Denver store by herself. Also w Jerimya. It leaves for an unsafe work environment & puts workers at risk in many ways. There should ALWAYS be a second or third coworker no matter what the C9RPORATE people think their numbers say.
GERALYN TEverything was great! Thank you!!
STEPHANIE RI contacted the manager at this location, and she did the best job ever to explain everything and get me on my way.
MARK Kemployees are very friendly and helpful
FREDERICK DDouble chargered for one services.
GUADALUPE VI have no complaints. Itzel was lovely and professional, and the truck was in fantastic shape!
Elisabeth C