Customer Reviews for U-Haul Moving & Storage of Highlands Ranch

Josh was an excellent contact to work with. He ensured all electrical lights were in full operation before I left the property. He needed to reconnect a loose wire on an ancillary light on the trailer I rented. His dedication to his job and customers is admirable.

battery was dead after loading everything in to U-Haul. we bot Jumper and we did the jump start with other car and it was pain full process

The staff was friendly and there was an issue the connectivity and charging my credit card. I was given a $50 discount which was extremely accommodating and appreciated.

The truck that I rented was clean, but I did not feel totally safe driving it. On the highway it wondered from side to side both with and without a load. When you let your foot off of the gas it would downshift hard and stay in the lower gear. The steering wheel was cocked which told me that it was either way out of alignment, or had been in an accident and not fixed properly. Truck number 1411.

Truck had less than 1/4 tank in it. The uhaul employee instructed me to ‘bring it back with more fuel in it or it's $30 bc it's under the 1/4 line. I do not appreciate replacing more fuel than I used. The truck should have had more fuel in it. The self check in on the phone didn't work. I waisted 10 min trying to get it to work but in the end had togo inside the location.

The Mgr is great but his lady Ca Agent is freaking horrible!

Everything went smoothly. Uhaul employees very helpful.

The service was great but the trailer was disgustingly dirty when I picked up. Also when I reserved the trailer the guy at the location I was at said that the trailer would be either at that location or one within a few miles from me. It was 30-40 mins away for the actual pick up.

Pulling trailer with personal truck, it broke down in Cheyenne. Found out then my trailer HAD to get back to original location or pay $400 fee. Uhaul couldn't provide a cargo truck to haul trailer or pickup to get it back to Denver. Contacted local branch and corporate with no solutions, help, or understanding of the situation. Returned trailer, unused for hauling anything, to facility at 9 pm Sunday.

Put the dollys that I rent in the truck so I don't have to have to come back and ask for it.

After having a miserable experience getting my equipment at a different location, the drop off location (this one) was extremely helpful on the return. The original contract had a different piece of equipment entered on it which made it a return this location was not suppose to accept. They let me leave the trailer and go ahead with my move and they handled the mismanagement of the previous Uhaul dealer. I received an email showing the completed process. I totally appreciated their efforts since I was headed out on a 15 hour drive.... Durrell (manager) gave me his card with his personal number in case there were any problems!! A 5 star group of people!!!!!!!

I reserved a 26' truck. The truck would not start. Staff then offered a 20' truck, but then said it had already been rented. I was finally offered a 15' truck and the staff said they would only charge me .40 cents per mile. I had to make two trips due to the small size of the truck. Received my invoice me email, and was still charged $1.09 per mile. At least I didn't have to move my things very far. But I will no longer use U-Haul and will advise others to look for other rental companies for their moving needs. Your company used to be so good. Clearly, that is no longer the case.

Nathan, who checked us in, was super friendly and nice. He made the process very easy.

Friendly and efficient personnel.

Everyone I have spoken to has been very nice and helpful.

2nd time I am Overcharged.

The customer service was lackluster. Specifically on drop off. I pulled up into the vehicle return bay and stayed with my vehicle, waiting for the associate as the sign asked. It was snowing so I assumed that they were just busy on the inside of the store. I sat in my vehicle for 20 minutes with no associate. I then proceeded in the location politely explained that I've been waiting outside. That was received with no apology whatsoever, just 'what was the last name.' No one went out to inspect the vehicle, check the mileage or check the fuel level. I was just told that a contract was sent to my email because their printer was broken. Additionally I was told that my estimate would just be what I was charged. It's my overall of this location was that people were there just to collect the paycheck. No one was friendly, no one said hello or have a good day, I don't believe I even saw anyone smile. Everyone was just going through the motions. Understandably U-Haul's business is not built on repeat customers because of how infrequently people rent moving trucks. Beside from me having to wait 20 minutes, that was just a small inconvenience to me. That messed up is not the main motivation for me leaving a review. My overall impression of this location was zero customer service and no value for its customers.

I didnt go inside. The outside workers were very friendly and helpful.

I think the people were fantastic they made transition so easy thank you

I wouldn't exactly have called the van "clean", but it wasn't super dirty either. So it was ok. Next time however a quick wash would be appreciated before renting it out again.

Smooth and easy

Simple pick-up and drop off. Staff was very pleasant and helpful. I have used this location on numerous occasions and highly recommend it.

Tire maintenance light was on, exterior and interior (back of van) were dirty. People were friendly.

It wasnt clean however it was winter. Great team & got me on the road safe & sound.

Great customer service and good equipment. Unit and associated equipment was ready to go. Checked out within 5 minutes. Even quicker on return. Excellent rental experience!

Everything went smoothly. Employees were very professional.

Impressive facility.

So impressed with your shop tech. I didn't realize that my trailer harness wiring was disconnected (previous Ford repair) and the tech helped get everything hooked up. Above and beyond in the service dept. If I need a trailer or van for in-town transportation again, I will definitely come back here. Wish I caught the guys name, give him a raise!

Outstanding....

I was told to go behind the building to get the truck and had to drag the dolly out to the truck. I returned the truck about 4pm and still haven't gotten a conformation email of receipt. Also, I called to make sure they checked the truck in, no one answered, I was on hold for 10 minutes. The lady that checked me in was very rude when asked how her day was. I've been going to that location for years, today was the last time.

The people were great. But the outside of the truck was "day after the big snowstorm drive" dirty. The forms was days ago when we got the truck, I would think they would have presume washed or at lest hosed off the sides. The truck was great and performed well, better gas mileage than I expected.

The outside of the rental truck was filthy, the windshield wipers needed to be replaced and the it needed a serious alignment. Otherwise, the staff and the overall experience was great

The customer service was great. Very helpful.

Computer system was intermittent and slow which slowed the process a bit. Other than that entire rental team at checkout and return were great!

I did Online reservation and check in, upload pictures of my Driver's License and provide credit card information, and yet when I go to pick up the trailer I have to show my license and run my credit card, This took 10-15 minutes, why? Once checked in the pick up should be a quick process (like the drop off, which is great, quick and painless)

Good day, yesterday was not a good experience I rented storage 0726 and the metal lash was bent and we could not put lock....then when we went around 7:30 pm my access card couldn't open the entry door because the entire system was off. We had to call customer service while in the cold outside. Finally, they sent a man to open door. We had a problem with locking the storage unit due to same issue. We lost over an hour waiting for someone to open

Rude customer service

Give a phone number that go DIRECTLY to the location so you may inform them of your ETA. My wife waited on the phone for over 1/2 hour, while we drove to the location, to inform them that we might be a couple minutes late. We DO NOT have a smart phone in order to arrange a late drop-off.

Issue was that people parked truck in a way which took up two lanes/spaces in loading/unloading area/dock. When it was reported, noone made them correct it. We had to park on side of building and move everything from further away. 1.5 hrs of very Inconvenient moving as a result.

Explain the process of return when you come out to the car. Otherwise, the location and people were nice.

Long wait. Poor directions to the vehicle. They all look the same and it's a big facility; the vehicles doing have clickers.

No problems. Truck was ready in time supplies were available and provided as ordered

The sales Rep was rude to my father who was in line in front of me.

Employees at this location were not helpful

My first interaction with an employee went horribly wrong. He told me that no vans were in stock and then proceeded to tell me that the location where another rental was located, was open...it was not. I thin decided to come back to this location and rent a larger truck as time was critical. There, the General Manager (Durrell) was amazing! He told me what number to call to cancel my previous reservation and set me up in one (of the two) vans that were on the lot and ready to go. Thanks to Durrell, Uhual received a rental from me.

They charged me more than we agreed on. I called they said I have to bring the receipt. I don't have time.

Excellent customer service.

Create a faster check in/rental process and provide better equipment to your staff that works.

Great rental. Easy check in and pickup and easy return. All touch free. Truck was super clean and sanitized.

The man was rude never explain the contract I asked when I had to bring the truck back he said by noon the next day and never brought the truck around we had to go find it in a maze of trucks and it was pending and very scary to try to get it to exit they sent me a link to review any damage on the truck but there was no service at the location and so when we pulled over to do so the link had expired and when I called and asked for a new one they said they couldn't give it to me he never discussed $.40 a mile after 30 it was the worst experience ever

We had a death in the family on 11/24. We called before being billed for next month and asked if the month would be pro rates if we moved out 4 days late. We were told by GM we would get credit for the days from 12/5 to 12/29. When we went to the facility on 12/4 Durrell told us no proration was allowed. Very disappointed in the communication and lack of concern with regard to our situation. We called 800 number as directed by Durrell & they directed us back to him

Uhaul is my favorite for storage, although more expensive than most self storage facilities. Having access to a storage unit for free, is a plus. thanks for offering great service.

A very clean and welcoming environment. Couldn't say enough for the staff, courteous and helpful. No pushy sales tactics at this location, just clean advice and service with a smile. Special props to Les, he's a great guy, look for him, he will not steer you wrong Thank you for exceeding all expectations for my "temporary" storage needs for the last 12 months. If the need arises, I will not hesitate once again. Thanks again, J.R.

My service rep was super friendly, helpful and quick to get me taken care of. Much appreciation👍

I have had numerous encounters w/ the staff at this facility and each time they make me feel comfortable and valued as a consumer of their services.....no complaints whatsoever.

While the staff are usually friendly and helpful the lack of adequate parking and that the facilities seem to always be busy was my biggest issues, great if you just need to pack everything in and never get to it again but this discouraged me from getting to my storage as often as I needed or wanted

All service was excellent

Every time I've had dealings with this facility its been a train wreck . I purposely drive out of the way to patronize other stores rather than go here. Due to past experiences ,I prohibited my business from using this location since 2009. A sudden and temporary need during a recent move made using this location most convenient . Maybe it was just a fluke day, but again- train wreck. There was a new store manager starting and the tension was thick. The cashier wanted the new manager to process our order but he said he didn't know how. He didn't real seem interested in learning. She rolled her eyes and had obvious contempt for him. We were told the storage unit building was open until 10 and given an access code . I confirmed we would be able to access the unit after the office closed since we had required trips that would happen after 5pm. We were supposed to get an access card but was told the machine was down . When we returned later with a load of material ~5ish the entry code we had been given would not work. The manager was just leaving and was obviously distressed. I explained we had to get into the unit so we could complete our move. He said he didn't know how to get in and that he had had " a long day I wouldn't be able to understand". I explained that me not getting into my unit was not an option. He said he had master keys at home and it would take him 1.5 hrs to go get them . I tried to troubleshoot options with him asking who else may have keys, etc but he got very emotional and said in frustration " Fine! I'll go all the way home and get my keys !" then recklessly sped away from the lot. To quote my stoic 18 year old son who was helping me " That was CRAZY." I did receive a call about an hour later from the manager who informed me his assistant lived close by and would come let me in. This happened. THANK YOU . A gentleman on a motorcycle showed up and happily let me in. Very professional . He explained I was not only not given an access card, I was not given proper instructions on how to operate the security system. The delay resulted in my moving crew leaving , forcing me to complete the 3-man load by myself - about 4 hrs of solo work for me. As your manager complained to me about his day, he had no perspective that I had been up for about 27 hours at that point, working in the smoke filled summer heat , and had an 11 hour truck drive to complete before my day would be over. It wasn't a minor inconvenience. All told, not being able to get in my unit cost me about 6hrs and $225 in wasted labor. The insinuation by tone and body language that this was " my problem" is just the cherry on top of a horrible experience. The facility is nice, clean, safe, and conveniently located - yet every-time its a cringe worthy ordeal. 3 for 3. At least they are consistent. Around 2005 they made my 74 year old mother cry ( really) over a $12 lock she couldn't get the key to turn in due to a sticking mechanism. Then, in the last experience they smugly charged me an extra day rent on a truck for being 13 minutes late after i waited in line IN THEIR LOBBY for 50 minutes to return the keys. This is only the 4th customer survey I've completed for ANY business in the last 10-15 years. I would avoid this place like the plague.

Great customer service, friendly, and efficient. Will use again for sure.

Absolutely horrible service, would only recommend this location to someone I hate. This location continued to charge me after I moved out of my storage unit. I left my door open at move out, AND talked to a human up front. I need someone from upper management to follow up with me at Savannahlh@outlook.com, please, as I cannot continue to communicate effectively with the staff on location it seems.

The log-in log-out procedures were a bit confusing when first stated to me, which resulted in me tripping the alarm upon entering my storage unit.

The black lady was looking at my old storage Unit. I had to walk with to 1912. Show her it. All empty. :o)

It took us several trips to load our stuff into storage, When we took our stuff out, it took several loads also. On many of those occasions, we could not park because UHaul trucks were parked in the load/unload area. We had to ask for them to be moved each time. We think it is wrong for UHaul to use those places for truck parking. They should be left for the convenience of paying customers. The actual storage facilities were very clean and nice, but the parking situation was very frustrating.

Only thing I had a problem was once the door looked like it had been kicked in and they had to put back on the hinge i had to wait for a while no apology other then that everything was great had it for a little over a year

Great experience, exactly what we needed. Thanks!

I could tell they didn’t clean daily or even weekly because I spilled a teeny bit of glitter in the hall to test cleaning and it was there weeks later. The login pad had visible dirt, it was black. They eventually cleaned it, but especially during this virus, it should have been cleaned daily. Everytime I came it was super busy and people everywhere and it was almost impossible to find a spot to park 80% of the time. Might have been the timing. Not worth the price or location. Management was very great. Very nice and remembered who I was but nothing was worth the price when it was >$30 for the same size unit down the street. I moved out because of the inconvenience and the traffic. I still like U-Haul for their boxes and supplies but I’ll never store with a U-Haul again. Overpriced for sure. They wouldn’t give me a refund after 1/2 a month so I was forced to stay until my month was up. Sometimes I would walk through the dark and have to jump around for the light to turn on. It felt sketchy and I didn’t like being in the dark alone. There were times that I would be at my unit organizing and an alarm would sound down the hall and no one would be there.

I was charged twice and still have not received a refund. I had a receipt showing this and spoke with the main manager and he was so rude and aggressive. They charged me for my unit and another unit that I did not rent. The main manager then decided to put a lock on my unit so I couldn’t get my stuff. He said he was doing it just to “mess with me” I went back on a different day to speak with the assistant manager Les and he was the only one that helped me. He could see my unit was paid for and took the lock off. I’m still owed 69 dollars of over payment that the main manager refused to give me. With everything going on in the world and being treated so aggressively from the main manager makes me sick. The only nice person there they knows what he is doing is Les. I can’t remember if it’s Les or Lex but if it weren’t for him I would have been afraid to get my belongings because of how horrible the main manager was. It also not temperature controlled it was close to 90 degrees and I had an entire box of stuff ruined because of it. Frankly I would like the money extra money charged given back and a refund for the abuse I had to endure by the main manager with his picture on everything

Everything worked out but it seemed there were issues with the computer system or program. It was extremely slow. My original 10'x15' storage unit reservation disappeared when I cancelled the truck. However, the manager gave me a 10'x10' and an adjacent 5'x5' which worked out fine.

The loading dock area needs to keep folks whom are not moving item from storage away.

Especially appreciated their rearranging my FOR ME TO DROP OFF MY TRUCK THERE, GOOD SERVICE!

For years, I have always rented my trucks and vans from this same U-Haul. Staff is always friendly and kind. This was the first time that I used the storage. It was exactly what I needed. Thanks!

Jae was amazing and helped me out so much.

Exelent place to do business with. I am very satisfied with the services and the way I was treated as a customer. I am greatly appreciate for Jay assistance and friendliness staff.

I rated the facility “Excellent” because staff was professional and friendly and met my needs.

Awesome front desk staff who helped transfer from one unit to another hassle free!

Friendly people Pat was so helpful

Was easy on returning of the truck fast and quick

professionl kind

Great place. Conveniently located. Friendly and professional staff.

Thank you.

great service!

Thank you Christian W. Appreciate you helping us get situated tell we get to move in to our apt. You even stopped your lunch to help. Great customer service. It was appreciated. Vince & Terrie Ruf

To exspencive

I've been a storage room customer for almost two years, and it has been a negative experience--rude people, accidents made in applying payments, not an ounce of help, in fact bad treatment.

You called saying that I was closing out my storage account. I said no. You said you will call me back to see if any problem with my account. No call. Some confusion!

I have been doing business with your company for several years. No real issues during this period.

No Comments

Staff was efficient, professional, patient, thorough, friendly—everything one could ask for in a business transaction.

The lighting will put you in the dark after 10 minutes and force you to walk down the hall to activate the single motion sensor that works. The AC will never work so be prepared to sweat. Good Luck

Josh who helped us was amazing friendly and helpful Went out of his way to make the move into storage a breeze

My furniture was stored for two years and I appreciate the cleanliness of your facility. Also appreciated the security. I would recommend this U Haul to all my friends. Thank you.

Very good customer service didnt wait very long to get what I needed

The best team ever! They really helped make our move so much more efficient and bearable!

They were great

A pleasure to work with such a well run operation.

I gave my notice for cancelling my storage unit on June 6th and had to make 7 to 8 calls as well as another physical appointment and still I received a notice to pay, a late charge and a lien notice.

Predictably the best ever service...as always! Thanks guys!

Too expensive. I've moved my stuff to a facility same distance from my home, same size 5x5, climate controlled, for $21/month, versus $65 @ UHaul.

Stephanie Krauss helped me because I needed to move out and I wound up locking myself out of my car, so she got me a phone and got me water while I was waiting for a locksmith. Great service!

The people there are so friendly especially Cassandra . She made the experience effortless gave me clear instructions . And even showed me the different options of storages available

great experience!

Very convenient location. Easy access and very friendly staff.

Rented a room, good service on line and in the store. Vey clean and and easy experience.

Very helpfull. Needed more employee help

Good experience

Very happy with the everything. All the employees very courteous I will recommend this place to all my friends. Manager was very professional I have no complaint. Very good service.

Can't say enough how friendly and helpful the staff was here. We also rented a van at this location and had excellent service.

Thanks again

Provides a very helpful service. Everything is so easy and convenient. Staff is very helpful as well! Thank you!

Great storage facility

Really great storage facility - great owner and employees helpful and friendly.

The gentleman who helped me at the customer service desk was most friendly and helpful and walked me to my unit (at my request). I was very please how clean the facility is.

Very clean and convenient.

The only thing that was not convenient about my unit, was not being able to access it 24/7. Otherwise - very well maintained and staff are polite and very accommodating to their customers' needs.

This U-Haul location always does a great job. I've rented 4-5 trucks here, had three trailer hitches and electronic brakes installed, and rented a storage unit. Always great service!

Everyone at UHaul went out of their way to be helpful.

The UBox I received had broken parts and had a cover that was too small. The woman working the front desk was rude/cold on the phone and did not know what she was doing on the phone or in person

kelly was professional, personable and our experience was quick and easy

It’s nice that the storage facility is under sureveilance and that you need a key card to get in! I wasn’t worried about my belongings at all.

I would definitly use UHaul to store my things when I need to. I stored several things there for several years and when I removed them they were in great condition. Indoor climate control is great.

Courteous and efficient staff. Convenient parking next to my ubox. Thanks!

Had a recurring bill error for box storage and John Rurup took care of it immediately and followed up with an email.

Staff is not very helpful or accomodating.

Always hard to get a parking spot when wanted to access unit; very limited places for both storage units and those people wanting to rent equipment. Price went up every 6 mos without warning

I appreciate that you have the option to pay extra for 24/7 access to storage but I feel like that should be included already. Closing at 7 was very inconvenient and I couldn’t afford to pay more

It can be hard to find a space at the loading area and the other parking is usually filled with Uhaul vehicles. Getting belongings can be challenging.

The marks above cover the topic.

Great!

I would definitely use them again if I never need storage.

Organized and well done

Everything was clean and easy.

Everyone present was over-the-top helpful and knowledgeable. The check-in process was efficient and the facilities are extremely clean. Thank you for the great experience!

This is one of the worst ones yet !!! Thank god for the friendly people at the Colorado Springs one

My uhaul box arrived in good condition and it was easy to pick up

They were great!

MOVING out of my unit when my key broke off in the lock. Was told it’s co policynothing they could do. I was set with truck and hired movers to help me. No waiver offered, nothing.

We did not need to access storage at odd hours, so everything worked well and normal for us.

There are multiple charges on my bank account and I have been waiting on hold for 15 minutes If this issue is not resolved immediately I will call my bank and report it as fraud and a lawyer will be

All worked as advertised!

I had an excellent experience with UHAUL. Both the truck rental for our 1100 mile move and the use of a storage facility for a little over a month were great experiences. The staff was incredible.

A+

I called 4 times to have the manger, John, call & he has not called. I asked speak to a district manager & was told John has to put in that request. I am missing things & charged $3 w/o my knowledge.

Always had problems finding parking to access storage because non-storage customers and employees with always park in those reserved spaces. Employees didn't seem to care.