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Colin JCustomer 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.
Great customer service. They were quick to swap out the trailer when I needed a different style and was tight on time.
James NThe person helping us was trying to multitask and honestly it made things take way too long. Instead of focusing on the customer she was helping (me) she was listening in on another workers call and kept inputting her opinion to that conversation. She was not professional at all.
Madison RNo comment
JUAN GDixie and Kathy both displayed exemplary customer service! Soon I will bring donuts for you all! Quick tip to new guy please do not ask customers to remind you to give us equipment our equipment, we’ve requested on app, I have a thousand things going on, maybe be equipped with a check list to help us (the customer) I forgot to grab furniture dolly BECAUSE I forgot to remind you! Thanks! Other than that hiccup I appreciate ALL the staff including new guy! This is how we learn.
Millie EI want to be clear, this review is NOT an indictment on the employees. The two I spoke with were very nice. This review is about how stupid and wasteful the pick-up process quickly became... Walked into the branch and was greeted by a very nice guy behind the counter. Instead of him checking me in and handing me the keys like I'm used to, I had to scan a QR code to go to a website. After filling out and submitting my information- which I had already done when making my reservation- I then had to sit and wait for someone to approve me to be eligible to rent the vehicle. The guy behind the counter was forced to stand there, wasting everyone's time, and told me "if you type 'Hello' it should bump you up in the queue". Almost 30 minutes after I walked in to the building, I finally got the key and the truck. A process that should have taken 5 minutes tops, while a very nice employee was forced to just stand by, completely helpless to move the process along, all because you've taken away your employees' ability to do their jobs.
Mark SGreat experience and the van I rented ran like it was brand new!
Dita AThe location was fine and the staff was excellent. But the online check-in process was absolutely horrendous. One of the worst experiences I’ve ever had with any company. It took an hour to check-in using my phone. The store lobby had five different customers struggling to get through it and one employee scrambling around trying to help everyone. The process from a company policy perspective is insanely stupid and creates a miserable and frustrating experience on a day that is already stressful for people. I will never use U-Haul again. Also, you have a myriad of fees and surcharges added onto your advertised price, which is in violation of Colorado law HB25-1090. You’re literally committing crimes and I’m forwarding all my receipts to the Attorney General’s office.
Patrick FDixie was amazing! The location was absolutely crazy busy and she handled it with ease and professionalism! She is a rockstar!
Jessica MActually allow your employees to assist customers rather than having to do the check in and everything online.
KIRSTEN MThey sent us on a 2000 mile trip with an old trailer with retread tires. 500 miles into the trip we had a blow out. My contents in the trailer are damaged and now I have to attempt to get reimbursement from this “insurance” U haul sold me. When we picked up the trailer the guy working stated I just work the counter I’m not sure how to hook the trailer up. Obviously he doesn’t know how to check the tires either. For a big U-Haul store this location could do ALOT BETTER!
Kevin MEverything was great. Showed up without a reservation and the nice lady at the desk fixed me up with a small truck that I needed for about four hours. The entire process was really easy and the truck was just what I needed.
ERIC DThe best part of the service was the woman who waited on us, Dixie. She was really helpful. We booked a 15' truck and when we saw it, we were clear it was too small for the job we needed to do. She helped us find what we needed and was pleasant and informational. We couldn't have done it without her. The truck, on the other hand, shook terribly when at highway speeds and was very difficult to drive on any highway roads. At one point we had to get off the highway and use frontage roads it was shaking so bad. We could only do 40 mph when the speed limit was 65-75 mph. It made the whole day go much slower than we had time for and was very stressful. When we moved across country three years ago we used Penske and had no problems. The truck needs alignment and other maintainence it wasn't getting. Awful experience.
Sally SIt would have been nice to know the return policy up front. I didn't know I had to use my phone when returning the trailer now I am being charged and extra $20.
Marlene DOur experience with the U-Haul location at 6275 Wadsworth was excellent. Both staff members we worked with, Dashawn and Malik, were helpful, friendly, and had great attitudes. They went above and beyond to make sure our rental was a success. We originally reserved a 26-foot truck but quickly realized it was more truck than we needed—or honestly felt comfortable handling. When we asked about switching, they had us in a smaller truck within five minutes. The truck was clean, the process was easy, and the move went smoothly. I highly recommend this U-Haul location for any truck rental needs.
Ian SVery friendly and kind staff.
christopher MNothing to improve! The site is very well maintained. The service was efficient and exceptional. I appreciate the availability of the staff; whether it be clearing a problem or enjoying the present moment. A lovely human and U-hauling experience. Thank you, All.
JOHN OThe van was nearly empty of gas when I picked it up. Also, the U-Haul app is glitchy and difficult to use. The service at this location is good and there are always vehicles available.
Linda SThe location was a bit difficult to maneuver with a large truck and trailer. The personnel was helpful with managing the return activities.
Theresa LThe ladies working there work hard. They're good at their jobs. Overall a very simplified and streamlined process. I would and use U-haul again. The location is conveniently by me as well. 5 stars.
will bJames was extremely helpful and friendly. Made the process effortless.
JACOB PWe could not have figured this out without the guy helping us. I think his name was Jeff, he was awesome. The website and phone calls were a pain in the butt. Could not have rented without his help.
Chad VGreat customer service and the install took an hour vs the 2 hours that was quoted. They did a great job!
Ann DVery helpful
Patty ADelete your fucking app. It doesn’t work.
Jackson RSuper friendly and helpful. I’m not great with backing trailers and they jumped in to help without me asking. Super easy to work with.
Chase DExcellence service 👍🏼
JOEL H24 hour rental reservation was not being honored bc of glitch of checking out 10 minutes early. Fix it Uhaul, the 10 minutes caused aggravation for me and your employee.
David BI found it very easy to rent from uhaul
Christy PI had to repeat/provide everything I had already done online when I picked up the truck for some unknown reason. Then it had less than 1/4 tank of gas in it.
Melanie SDixie was slammed with business, she called me to come in early because they were slow, when I showed up they were getting swamped. Dixie went to every new individual and made sure everybody was taken care of. Insured everyone that she and everybody at U-Haul under control and being taken care of.
MICHAEL FNice folks!
ROBERT SIf you ever want anything done with you all contact the person from Buckley and Iliff U-Haul because they will help you with all the other U-Hauls cuz the other U-Hauls are f****** stupid if it wasn't for the people at Buckley and Iliff U-Haul my life would have been difficult and that's just my opinion for whatever f*** you
BRIAN NCheck in and out via the U-Haul app very smooth. Worked with me on return time and the customer service was excellent!!
Leslie SThe check-in process was excruciatingly painful.
Galina LThe trailer door did not close all the way which created the most obnoxious rattling. Aside from that, the trailer was fine.
Nathan OWas frustrated as I’m doing my check in and pending for verification due to my license from out of state - my reservation was cancelled, as website would kick me out or information was not adequately sending to agent then I had to chat - the check in process via my phone was very time consuming and delayed my actual arrangements and had push me back to returning the van back late - I was then charged for late return. Would be nice if some sort of courtesy compensation would be offered and appreciated. Thank you
Evangeline YGeneral Manager very capable and helpful, thank you!
William MBetter customer service. Clerk was rude and did not assist and explain the 26’ UHAUL we rented to go out of state.
Shane BEnsure the hood is secured on the truck before handing off. The process for renting a truck does not seem efficient. I shouldn't need an app if I'm not a frequent renter. Drop off was simple and easy.
PER TIf there's an issue and need road side assistance. Assistance should come out and look to see what the issue is, instead of making a decision over the phone not too. So I had to handle it myself while still in town. Roadside assistance has bad customer service and really feel for anyone who can't fix something themselves. Because roadside doesn't see it as a problem so they didn't come out to inspect in person. Bad business.
Jeff TSuper helpful
ERIC WJust reinforce that you need to use the app to complete booking regardless. This was all new to me even though I am sure it said it in one of the many emails I received. Thank you!
Robert DDrop off was really easy, I had to return it during off hours and it was a very easy process, parking was easy too.
Camden HGreat service agents.
Stony Ci will never come to this location again. customer service not existent. i have never walked up to a counter, asked for help with a 15 foot truck, pull my id/cars out, and be told to just “check in on my phone”. i also had to load in my own furntiture dollys and utility dollys. the team struggled to give instructions to customers and i ended up helping people check in on their phones and find numbers on trucks. one guest made a joke i should work at the location.
Kelsi DI think everything was fine.
Rhonda ELady who checked us in and other lady who checked us out , were very kind and were patient while being professional.
Cristopher BExcellent customer service
CARLOS DWhen I return the U-Haul, all I had to do is turn the key in and leave fast and quick it was
Charles Jgreat service! smiling faces and good attitude
rudolf pThis is my 'go to' location.
Toby FI wish I had gotten the name of the gal who helped us. It was Friday afternoon May 6th. She walked us through the check out process, which I wouldn’t have gotten thru on my own. Probably thought we were idiots but she was very nice and helpful.
Bob GThe truck was very clean, but the suspension need some attention.
Arthur CThank you very much. Everything was good..
olegd bEasy drop off and helpful staff
Richard Mgentleman who helped me in the morning was professional and knowledgeable Lady who helped me with drop off was patient and great
Thomas SGreat staff. Check in and check staff were excellent even though it was an extremely busy Saturday. The only issue was difficulty getting key out of ignition. Would be nice to be shown functions of the truck. But no rental company does that.
Jonah BNothing about the location, but the app-based pickup was one of the worst customer experiences I've ever had! First the app didn't work for the pickup process, it got into a continual loop asking me to approve the agreement for my U-Boxes (when trying to complete the truck pick-up process). Calling support told me to use the web-based system instead. After I got to the end of the process it prompted me for two forms of verification, picking from these options: a personal reference, employer, passport, or lease. For the first two the language implies that you would need to first check with the contacts I supplied BEFORE completing my rental; the second two options are not available because I'M ON-SITE trying to perform my pickup, I didn't bring a lease or passport! What idiotic product manager approved this for a production release? Did anyone think through the actual end-user experience? You ask your customers to complete this process on-site for the pickup and at the end you prompt me for this type of information? You could at least give me the opportunity to pre-verify. What a shit show, I ended up waiting until 09:00 (2 hours after my scheduled pickup time) to complete the rental in-person.
Mark RLots of hidden fees!
Richard NI made a reservation online for one truck for 4 hours. It says $19.95 for the equipment. I add insurance for $15. App isn’t working so an employee helps me check out. I added a queen size mattress cover on my reservation. It’s not on there so i purchase separately. ($10, whatever but keep in mind this isn’t included in my $116 grand total). She tells me to take 2 packs of blankets by the door. I didn’t add these to my online reservation. I didn’t know they were also $10. I only used a few from one pack because i wasn’t anticipating using any but she told me to take them so i did. $0.99 per mile. Took the truck a whopping total of 24 miles. They charge me for 6 gallons of gas. Is your truck really getting 4 miles to the gallon? And is gas $5.50 a gallon? Dropped the truck off right at 4. App isn’t working so the guy at the counter says he’ll check it in. Check in says 5:13. Not sure if I’m charged for the extra hour here. Total rip off advertised at $19.95 + mileage. I expected to pay around $60 but it was more than twice that, and this sleazy misleading experience sucked.
Sarah CI wouldn’t charge anything about my experience, it was an easy pick up and a quick return. Thank you.
CHRISTOPHER SNot empowering your employees to simply check out a truck is absurd. I reserved a truck in advance and then when I arrived at the location I was told that I have to check out the truck on the U-Haul app. Even have to retrieve the truck keys from a lockbox outside. Also $19.95 advertised rate and $84.28 out the door. I understand taxes and fees here and there, but more than quadruple the stated rate is unreasonable. I won’t be renting from U-Haul again.
Justin KThis was my 4th rental at this location. My 1st experience was awful due to very unmotivated staff. My subsequent 4 rentals have all been outstanding - the staff was extremely helpful and showed me some shortcuts when registering on my phone. The price was great, the truck was clean and ran perfectly. Checkout was very easy; their upload process was much faster than in the past. I will continue to rent at this location.
JILL PAn 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