Customer Reviews for U-Haul Moving & Storage at Santa Fe Dr

Clean out the vans and have more than 1 check out person during busy times.

When we first called the girl was very snotty and kept telling us her system was down. She kept putting us on hold and cutting us off mid conversation. We were on hold for forty minutes before we hung up. We eventually just made our reservation online.

We were unable to find the after hours key drop anywhere. We called customer service where we waited on hold for about 25 minutes before a representative answered. She instructed us to use the mail drop, however there were signs saying they had no keys in the property after hours. So it was uncertain if we were doing the right thing but we were left with no other choice. Mark was fantastic though during our arrival to pick up the truck.

The General Manager is awesome!!!!!!! I greatly appreciate his professionalism and kindness. He made me feel comfortable and welcomed and I was well taken care of. He graciously answered all my questions. His staff was friendly and helpful, too.

The headlights don't work on the truck I drove. Brights work though so it wasn't an issue.

Mark and his team were absolutely stellar! They made the whole process of loading the truck and trailer super easy and were very helpful. A+++

Truck was ready to go when I arrived and the team made sure the truck worked as I needed it to

Guy that hooks up trailers was very rude, I had to go tell him about the trailer cause he wasn't gonna come up even though they had told him through the radio I was heading back there. On the return he was just sitting inside the uhual truck, I waited there for a very good time until he decided to get off that guy has very bad customer service. The lady from the front desk was very nice though.

Equipment was not ready for mobile pick up Location was not following COVID-19 safety guidelines Headlights were so dim that it was unsafe to drive with low-beams. Headlights were aimed so low that the high-beams did not function as high-beams. Drop off instructions directed me to leave the keys in a lock box. I could not locate a lock box anywhere on the property. Cab was dirty and smelled like smoke Cargo area had not been swept in quite some time Overall a very poor experience

Thank you.

Second time renting here and the manager is so rude and always comparing how he has not help or they are worthless. Super negative. I used for 3 hours and waited outside were it says wait with vehicle after 15 minutes now one came. Walked inside there was an older lady and the manager and he says what you want me to do I am only one here that goes outside and not another customer while he finished a personal call. I run a large company and was helping my son this guy is horrible manager. You need to shop him, I bet that is why you cannot keep staff. Not a proffeiosnal persona will not return after two bad experiences with the MANAGER not caring and only complaining....

Please clean the vans... Mine was full of trash, crumbs, and dirt. Also, having to get a key inside the store defeats the purpose of "online/mobile check in"

Staff/owner was friendly and efficeint. Rented a truck for the day, everything worked as advertised.

Slow service

The trailer had a flat tire I had to put air in several times during the trip. When I dropped off the trailer in AZ they could not believe it was sent out with 4 bad tires, they will replace.

I didn't like the fact that I had to drive several miles to pick up the trailer when I reserved one for close by.

This location is very responsible and treats me with respect

Your online system for Auto Transport Trailers does not indicate availability at the desired location during the reservation process. I reserved an ATT at one location, the system provided my the latest time for rental at that location and it confirmed the reservation immediately via email. Then about 6 hours later I received a text confirming the reservation at a DIFFERENT location. This is problematic for MANY reasons..including time differences in store hours, travel time to a much farther rental location, and adjusts to my own schedule.

good overall experience.

I drove 2 miles away from the store only to realize that the rental they gave me didn't have ramp. They charged me $60 for the first rental that I literally didn't get off of the block with. Regardless of your policy that's terrible customer service. Not too mention the falsity of advertising that the rentals are 19.95. I just proved a $19.85 rental is really no less than $60. Will use anyone else from here on out.

The owner was very kind and helpful.

To make my reservation I got switched to locations twice the time was wrong and then the equipment didn't come in when I showed up on time and I waited 45 minutes and then they said my lights didn't work so then I but their technician for hitches had left at 3:00 p.m. so I had to go to another location and all they did was say there was a slight bit of corrosion and got my lights to work and then I ended up renting the trailer that I wanted there so it all ended up okay but between the 25 minutes on hold to get an agent in the first place and then 25 minutes on hold to solve problems and the 3 hours it took me from start to finish to pick up the trailer it was a little frustrating. I also got charged my credit cards three times for the same trailer the same $8 coverage fee and I bought a mattress cover and a new plug for my car for the light hookup...I'm just waiting to see how that turns out on my credit card. The trailer was fine and worked well and was cleaning up on the inside at least swept out and then I Lysol the hole inside before I used it. It's not that everyone wasn't polite it's just that the process just seems to be more unorganized than it should be.

I didn't even have to get out of my truck to drop off the trailer.

Windshield was cracked, cup holder was dirty with vape oil(?). Had to pay more money for a 10 foot truck that I didn't want or need to rent. All because I didn't have a credit card to rent the 8 foot pickup truck. Boo. It made moving more stressful. Hopefully I will not be moving again for a few years because this definitely hurt my wallet. The staff was friendly so I am thankful for that.

I WAS TOLD I WAS PRICE GOUGED, SO WILL CHECK THE COMPETITION FOR FUTURE OPPORTUNITIES, VERY UNLIKELY I WOULD USE OR RECOMMEND U HAUL.

I have rented from Mark and his team many times, I am a Realtor who stages my clients homes, and it is always seamless! The equipment is always very clean and the check in and out is easy. They are always very polite no matter how very busy they are! I appreciate knowing they are ready and willing to help as I usually do not have any extra time to waste! Thank you all!!

The people who work there were great. Mr. Martinez, the manager, was very accommodating when he checked me in and his assistant, I think her name was Lori? I could be wrong but she was great checking me out. Smooth process all the way

I don't understand why you have to call someone I know so I can rent a truck. The online rental process took longer than it should.

I thought iI was supposed to pick this trailer up at another location. I had to come here instead at the last minute. Im glad i got the trailer in a timely manner.

Absolutely wonderful service!

so nice. The owner is great

Very proffesional.

I was overcharged on all fees by an extra day and I want my money back ASAP. I returned the vehicle at 4:50 the guy told me leave the keys in and I was good to go. He checked it out at 7:45pm and charged another days worth of fees and rental. Even when I picked up the truck I was given keys and told to go find the truck. I've never had an experience like this with u haul or any moving truck company. They didn't even go over the truck with me just had me go find it and drive off. Normally they pull it up, inspect and write things down, get you ready to take the truck and make sure what state the trucks in. A GM was supposed to call me and haven't heard anything. I want a call, email and my money back.

Too long to wait at their “check-in” sign. Dropped the trailer myself and did online check in

Matt was very helpful and worked hard to get my trailer cleaned and attached to the hitch.

The people were great. Very personable and helpful. Trailer was flawless. Nice job.

Don't change a thing! We will remain as loyal customers. We appreciate the extra help you offered near closing time. Thanks again!

Our experience was the worst. We reserved a 26' truck almost a month in advance from a location in Parker,CO. Two days before our move to Georgia they called to let us know they didn't have a truck for us, sent us to the Littleton location where they could only offer us two 15' trucks, which meant we needed an extra driver for our cars or we had to get a hitch to haul a car. Long story short, after driving across country with our vehicle on this hitch, now our car will go in drive gear but won't go into reverse. After doing some research, we found that pulling our car such a long distance could be damaging to it's transmission. That would have been some useful information to receive from the professionals at the Uhaul store! These little trucks were gas guzzlers! They were old, loud and did not handle hills well. Due to Covid-19 I expected the inside of the trucks to be wiped down, but they were not even clean so they sure weren't sanitized. I'm glad I will never have to use haul in Colorado again! Now I'm facing possible transmission car repairs. I also feel that since it was an oversight of Uhaul that they did not have the truck I reserved for such an important move, they should have at least given me the courtesy of the original quoted price or even a discount off of the originally quoted price becaue of the extra expense of gas for the extra Uhaul, but no, I paid about $500 more than the original quote. It was too late for us to get another truck from another company and we were left with no options. All of these things made an already stressful move even worse. So to improve you could fix your reservation process. Check your availability then confirm the reservation. also if you mess up, take responsibility for that and honor your customers. Mandate trucks be cleaned thoroughly inside and out ESPECIALLY in a pandemic.

SIGNIFICANT issue with product availability, where I not only placed the order - but also had the location confirmed a day in advance - to only have the pickup location changed the day before. SUPER frustrating.

Owner was amazing. Made sure I had everything and scrapped the window off for me.

I reserved a pickup truck at the County Line and University location. I was told the morning of my rental that I would have to go to this location. I picked up the truck, they asked me if I needed a trailer, I said "no, I have already loaded my own trailer. I get to the site only to find the trailer hitch locked. I called. They said they would meet me to unlock the hitch, but it would be awhile. I said I would just drive the truck back to get it unlocked. When I got there they told me I could not tow my own trailer with their pickup truck, that I would have to use one of their small box trucks. I explained what we discussed earlier and that when I originally rented the truck, I told them I would be towing my own trailer. They would not budge. Long story short, I took the box truck. The hitch attached (I could have used my own on the pickup truck) was 1 7/8, too small for the trailer I had (2/1/8). I was able to make it work by going very slowly, as I was not moving the trailer very far. The biggest problem was this truck was too small (in height) for our refrigerator. We finally found someone's else pick up truck to move that refrigerator. The whole purpose of renting a pickup truck was to move OUR trailer and the truck for appliances. Very disappointed. I was very clear on my initial rental of what I need this truck for. Made for a very long (and cold) day.

Not ideal location from castle rock, but easy to get in and out!

Truck was dirty. Couldn't see out of windows. Stopped and cleaned windows off at gas station so I could drive. The gentleman who received the truck was extremely rude and aggressive towards me. Will likely never use a u-haul after being a lifelong customer after this.

Online app is a horrible customer experience. DON'T bother. Just go in the shop and plan to wait in line.  I wasted SOOO much time and in the end had to wait in line at the store, which defeats the entire point of an online check in process. Background story: I used the Uhaul online reservation system because it's supposed to make picking up your rental EASY (according to Uhaul's website) and it's also highly recommended during a pandemic (also stated  on their website). I spent an hour (or more) on a Saturday 7 days before my rental just finding the truck online and entering a lot of information including 2 phone numbers, our names, DL numbers, credit card etc etc etc. I believed picking up the truck would be a breeze since they had a "scan & go" system and I gave them every piece of information requested. I mean,  I am just renting a truck for God's sake - and for only 4 hours. I rent cars all the time, which IS an easy process. Once we arrived at the UHaul shop and opened up the app for my "seamless rental experience," I THEN had to enter a headshot (huh?) and pics of my DL (front and back) PLUS - here's the kicker - an "alternate contact" which had to be a 3rd-party phone number that REQUIRED validation. I entered the phone number of a friend who wasn't answering the phone and the online representative kept asking me for a different number, I then tried a family member, who also wasn't able to answer their phone. This went on for a while before I finally gave up because no one I knew was available to take a call from UHaul to verify my identity. This is totally bizarre and unnecessary! After 30 mins of dealing with this "seamless online experience" while sitting in the parking lot of the UHaul shop, I finally went inside and had to wait in line for another 20 mins.  By the time I got up to the counter I was pretty angry that the "easy" ONLINE process was so cumbersome and - in the end - didn't work and WASTED a LOT of my time. By this time I had spent over 2 hours (between the previous weekend and the day of my rental) just reserving my truck. My wife voiced my frustration to the guy at the shop because we were afraid all this time wasted was eating into my 4 hour rental window. Not only did the guy cut off my wife when she was speaking, but then he mansplained that I "shouldn't come to UHAUL on a Sunday." What an ass. I was trying to AVOID the Uhaul shop altogether by using the online system which does not function as advertised..THAT was my frustration..NOT the wait in line. I knew the line would be long which is why I tried to us the eff'ing online app to avoid going inside!

It's hard to say. The employees were patient. But I had to wait an actual hour (no line) to pick up the truck I reserved because the system kept crashing. People came and left behind me. I then waited about 25 minutes to drop off until I just walked in front of everyone and dropped the keys. I would suggest having paper contracts ready. Moving was stressful enough without pushing timelines back.

Trailer was ok however not clean enough to transport open furniture Outside has dirty and when touched hands became grimy Inside needed to be sweep and writes down to carry my stuff Service was great like this location alot

I don't know how you could improve everything is completely satisfactory for me everyone was friendly helpful explained everything all around good good yes I will rent from you again if I need be thank you so much for excellent service Lynda Carter

Took an hour to get the truck. Only one employee working. Online check in not upload photos.

Very quick and efficient.

I've done business at this location 3 times in the last 2 months, and every time has been an excellent experience. This team is efficient and professional in every interaction. I appreciate that!!

Doing the self-service pick up and drop off was amazing! It made the move very smooth.

The manager and team were amazing! I would highly recommend.

Crazy ass charges when you drop off the vehicle.

I filed a formal complaint about 4849 S Santa Fe with U-haul corporate. I was in that location twice trying to resolve issues. With no resolution, I called corporate. The full details of my concern are detailed there. I’ve used U-haul many times with excellent customer service, so this encounter at store 21 was unusual and shocking. The woman I saw first was seriously unhelpful, stating blatantly false information, refusing to help me, and sending me to another location in error. I was in a second time an hour later and spoke to the manager Mark who refused to even acknowledge his employee’s obvious misstep or the impact on me - or apologize in any way. He actually threatened to turn me away if I didn’t drop the discussion about how his employee completely misinformed and misdirected me in the first conversation. His behavior was aggressive, inappropriate, and starkly unprofessional. I have obvious mobility issues and he mocked me. I don’t know why this fellow is working with the public, let alone serving in a leadership role.

Returning my equipment and moving belongings into the self-storage area was seamless. Employees very friendly.

Charles provided an acceptional service and overall experience. He is a great asset to your establishment. Thank you

Aliah was courteous and wonderful to work with. I am very impressed with her level of professionalism. Hands down, the best experience I’ve had with uhaul.

24 hour unit ability would be better.

This particular uhaul and its owner and employees made it a great experience. They were SO helpful and kind in a stressful situation.

Charles, the manager, and his staff were always very friendly and helpful when I had questions or needed anything.

This Uhaul was easy to access for me with the keypad, but always felt secure. My stuff was safe and in great condition when I moved out. I would give them my business again if needed!

Prompt, no hassle, great service

The team at this location was excellent. they explained everything throughly and would recommend this

I felt they could have been a little more organized. Understaffed didn't help.

The staff was nice and helpful, but it is clear that the facility is understaffed. The facility had trash and items scattered around and I. The buildings. It was hard to find carts.

Great!

Everyone was friendly and helpful.

Everything went fine. Simple and fast transaction.

Location was convenient. I had access at all the times I needed. Checking in and out was hassel-free.

The storage unit door was damaged and difficult to lock and unlock. The bottom seal was worn out and it seemed like water had moved debris into the unit. There was several pieces of furniture outsid

very friendly staff and processed or srorage and trailer return professionally

Jasper was great!

Over stock show room. Cant see where the agent is sitting but everthing was great

All who work there are the absolute Best ! Always smiling, and very helpful. Will use your facility again, next time . Thanks To Everyone.

I like to acknowledge Philip for his excellent customer service and knowledge. GIVE HIME A HUGE RAISE!!! Also great team.

I am very pleased with the level of individual attention paid to me throughout my rental and moving processes. Thank you kindly for your assistance, U-Haul!

Great service. Friendly staff.

Thanks

long lines for service and three different calls to get it in your system that i had moved out. Otherwise, super.