Thank youMichelle W. | Overall Experience
Customer Reviews for U-Haul Storage of Highlands
U-Haul Truck Share 24/7© Location
Denver, CO 80211
Services at this Location:
Always Open On Your Smartphone
What is 24/7?
It's the way we allow you to pick up your truck at anytime, day or night, using your mobile device. We are always open on your smartphone to Make Moving Easier©.
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.
Customer did not leave a comment.VINCENT M. | Overall Experience
something did leak above my unit and I didn't know til I moved out and did do some damageRAYMOND H. | Overall Experience
This experience was the absolute worst. First off, there’s no one on site. Showed up to only have to go to a different location to check in and then go back to the facility. Not to mention that the phone number for the manager goes straight to voicemail every time. When I arrived to check in the 5 people at the counter just stared at me and didn’t want to move from their seats at all and offered rude and terrible customer service. When I got back to the storage facility, the main door was broken and we had to use a tiny door way to move an entire house worth of furniture. I will never use this Highlands locations or Lower Colfax location ever again. Please be warned and don’t waste your time here. Try every other location before wasting your time with this one.Tia T. | Overall Experience
Too many issues, from move in to move out. From cracked out addicts on the front stoop, to the room being double locked when I moved in so that I couldn't access the room, to my pin code randomly being locked out twice disallowing me access, to the 24 hour access not being 24 hours at all, to the lip in the elevator causing issues upon load in and load out, to the price.Jonathan S. | Overall Experience
Customer did not leave a comment.eric n. | Overall Experience
Customer did not leave a comment.Robert G. | Overall Experience
I will be sending my invoice along, shortly... Surely, that will be the end of the matter?erik b. | Overall Experience
I was supposed to get a month free and still got charged. When I got to the facility, the code to get into the facility didn’t work and I had to pay my moving crew to sit around and wait.Gabriel B. | First Impressions
Customer did not leave a comment.amanda t. | Overall Experience
Nothing about this rental went smoothly or was convenient. When we showed up to the unit during operating hours there was no one there to check us in or assign a unit even though we had a reservation for the move in day. We had to sit on the phone with customer service for 20-30min until we finally got ahold of someone to help us. Even then we were told to drive to a different location to check in. However they still had to send someone over to our location to unlock the unit for us. We waited for at least 30-45 minutes for someone to show up and take the lock off. It is frustrating to have everything booked well ahead of time and be told that we can handle everything from the uhaul app and then have to jump through hoop after hoop to actually get what we need. I sat on hold many different times in attempt to find someone to help once the app and online systems were not working. I will be incredibly hesitant to ever rent from uhaul again because of how difficult this experience was.Patrick P. | First Impressions
Customer did not leave a comment.MACK B. | Overall Experience
The management is very poor. The way they went about everything at the end, was terrible. Someone needs to step in, and resolve some issues. I have never been treated so poorly by two facilities at once until I rented from this U-Haul. I have to give a major shout out to the maintenance man (I believe his name is Jessie) He was absolutely incredible, and did everything he could to help me out!Sarah V. | Overall Experience
I was double charged for my rental which over drafted my checking account. Now I have to wait to receive my money and pay the over draft fee. Plus it was a 45 minutes wait to get to customer servicer for them to say "yes we did'.Philip D.
No one on site. Sketchy "security" person on site. Not nice, or helpful, or much of anything really. Reserved a truck AND a moving dolly, but dolly was not in the truck when I got in. Called to inform, told it would be taken off my invoice and nothing. Charged for TWO DAYS that I didn't use the dolly. Not impressed. Fair warning.Marshall J. W. H.
When I returned the vehicle at 3:30pm the office was closed. I followed the instructions on the app to return the vehicle and somehow missed where to return the key. I was on hold for 45 minutes with the 800# (even though a message kept repeating that my call would be answered in 5-10 min). The person who answered wasn't helpful - told me to put it in the same box where I got the key but couldn't provide me with the combination code to the lock. Told me I had to drive to another town to drop off the key. I would NOT rent from UHAUL again. Very poor customer service and excessively long hold times.Elizabeth S.
Self service was difficult for me!!!Linda W.
I arrived at the storage unit at 3:00. Hours were not listed but staff had already left for the day. I had to go check in at another location. They said they wouldn't be able to open the unit until the next day. This cut in to my 30 days of free storage and threw off all of my moving plans. It was not communicated clearly that this could happen.Lindsay P. | First Impressions
Customer did not leave a comment.Brittany H. | Overall Experience
My vehicle had a mechanical issue and was not available - I was not notified at all of this, this is unacceptable and awful customer service. Fortunately I found a cargo van but it was too small so I had more trips to make to load and unload which increased my mileage costs and took more time. The 24/7 pick up and drop off app is a pain- photos don't upload unless you're right in front of the building even though that's not where vehicle parking was for me. Overall a very poor experience.BROOKE T.
Overall service was good but I did not like the fact that all kinds of stuffs were being onloaded and offloaded in the storage facility. I was scared of bugs from the looks of the stuffs that were being moved in and out. It could have been because of the location of the facility.Pradip L. | Overall Experience
Interface on app was challenging particularly at check-out/drop-off. It didn't give me any instructions where to place the key and the lockbox code changed from when I had picked it up. I had to spend several minutes on phone before connecting with representative who gave me code where to return the key.Ryan M.
Great staff and very professional !!Alex J. | Overall Experience
Terrible terrible situation- my unit was taken out of the system even after a full payment and a specific emailKasa L. | First Impressions
We had a reservation and our vehicle was given to someone else. It was a frustrating experience to have to wait around just to be told we need to re-book.Sheamus D.
I was charged double the rate I was quoted for no explicable reason. No one has gotten back to me yet on this.Mike C.
Customer did not leave a comment.Kimberly H. | First Impressions
U-haul is the type of company that only stays in business because people deal with it maybe once a year. Of course the no-touch check in didn't work at first. Of course I picked up the truck almost out of gas, and was still charged for bringing it back with less than 1/4 tank.Matthew M.
Jesse was very helpful and patient and helped me find the perfect unit for my needs. Everyone was very friendly and I am really happy with the facility and the staff.Hannah P. | First Impressions
Customer did not leave a comment.Tina F. | First Impressions
Was told somebody would come unlock my unit, nobody did. Had to wait overnight when the truck was due back at 9a.m. Then had to go buy a new lock for the truck since my stuff was gonna be in it overnight, and the uhaul brand lock that I bought for my storage unit didnt fit on the truck. All the employees that I talked to were nice and it was probably a scheduling error or something but still very inconvenient.ETHAN C. | First Impressions
Nothing but a bad experience all around unfortunately - Horrible customer service, very difficult to get problems addressed, and oh boy were there problems from day 1. Had my account on autopay, but kept getting late payment charges, customer service was impossible to get ahold of to address the issue that happened months in a row despite me addressing it. Awfully run place, perhaps just understaffed.malachi t. | Overall Experience
Customer did not leave a comment.NATALIE E. | First Impressions
thank you for all you doneil m. | First Impressions
Customer did not leave a comment.jose c. | First Impressions
Very bad customer service, no one to help. Waited for hours to get verified to get the truck. Very poor service and disappointed.Frank K.
Only having one access area/dock is not convenient at times and it can get crowded and you have to waitBrittany H. | First Impressions
We used the Uhaul App to pick up and return the vehicle. It would be good if the App provided clearer instructions when returning the vehicle. I was unable to copy the lockbox code before the instruction went away. I had to go to the main office to get the code and drive back to the remote location to place the key in the lockbox.Alan A.
Customer did not leave a comment.Phillip H. | Overall Experience
I HATED the online system. For whatever reason, it wouldn't let me enter my own phone number. It kept saying it was already in use (obviously, I made the reservation with it). I thought so found a loop hole when I entered my fiancÃ©'s number in for mine. Only to find out I needed a second phone number (that we didn't have) to confirm the reservation. Our passports were already packed and not with us for the truck pick ups, our new lease agreement was digital so I couldn't take a picture of it. I ended up calling every family member (waking them all up) to find someone to answer the phone so we can get this stupid truck. It took 45 minutes to figure it out. The system closed me out twice. Without a human in the building to help, I got so frustrated that I almost gave up and moved without the truck. This was single handily the worst way to start a long day of moving stuff. Are we really at a place in our society were we just eliminate all human jobs for crappy digitalized replacements that don't actually work? Even returning the truck was a challenge. How am I supposed to know where you want the truck? It's not like the app ever told me to park in a certain region. I could have parked 3 blocks away for all you know! Additionally, the code for the box was incorrect and it wouldn't open to return the keys safely. Luckily, my fiancÃ© realized he could just push the lock open (it had clearly been broken) so we could get the keys inside and leave). It's not like there was a HUMAN to help us or tell them what was going on (and the online system didn't have a representative chat at that point). From now on, I will only go to Uhaul locations that have actual humans working inside because that was ridiculous.Taylor H.
Absolutely horrific experience. Came to pick up my truck to find someone had already taken my truck under my name and liability. Then after staying on hold for 45+ minutes (when I have approximately 3 hours to move anyways) got the most condescending, rude woman who gave me attitude when I was just trying to explain the situation. At every turn the app was faulty and didn't work and upon return the lockbox did not work with the original combination which resulted in talking on the phone for another 30+ minutes. This experience made me want to rent a garbage truck before I rent through UHaul again.Katie D.
Customer did not leave a comment.justina g. | First Impressions
Customer did not leave a comment.Kimberly U.
The mobile app is really badYale N.
Customer did not leave a comment.ALLISON G. | Overall Experience
Customer did not leave a comment.Allison G.
The sign-up, account creation and authorization process didn't provide clear instructions and was full of buggy loading screens. The system couldn't handle a weekend workload, but the unmanned location was otherwise very convenient.Adam L.
easiest move i've ever had. loved the contactless key/car pickup!Hope B.
When arriving to use storage facility first the code I was provided didn’t work. When I called I was told to hold while the woman I spoke to would get me a new code. She left me on hold for 17 mins and never came back. When I called again I was told the system was down so codes weren’t working and I couldn’t be issued a new code because the system was done and that it would be til tomorrow til you were back online so there was nothing they could do for me. When I asked if I could speak to you, Diego, she said you’d tell me the same thing. So I had just driven from NY, arrived in inclement weather and was just told sorry, nothing we can do. Even though I had already been charged. So to say the move in process went well would be a gross understatement. We were finally able to get the in the next day without any help or follow up from U-Haul.KIERANP M. | Online Move In
The automated check in process is terrible. Next time I will happily pay more, much more if necessary, to check out a vehicle from a human.Neil B.
The online process was very lengthy. Took me 30 min to check inToni Y.
Car needs an oil change and smelled smoky. Lock box was VERY difficult to open. Had to use a tool from my car to open.Alissa E.
Customer did not leave a comment.Denise M. | Overall Experience
Just stop existing. Worst experience ever.Joseph V.
I booked a truck and no one was on site whatsoever to help. Ended up booking through my phone. Extremely disappointing.Rachael N.
Kid sitting at the front desk wouldn't even look up from his phone to help me, told me all the trucks were reserved- even though I had a reservation that I just needed some help with, and didn't put a mask on while I was around him.Gavin B.
Facility was great, but of the four times I went to my storage unit there was no one in the office even though it was during office hours. But, that's my only complaint!Alex H. | Overall Experience
went to my storage unit to move in and COULDN'T move my stuff in because UHAUL had a padlock on my unit making it inaccessible to me to move my things in. so i waited on hold for an hour to speak to someone to help me and by that time FINALLY came, my phone battery was on 1% and I had to load all my things BACK into my car, drive to public storage accross the street to be able to store my belongings. this was a horrific experience and I would not recommend uhaul self storage to anyone. what an awful inconvenience this has caused me. wont be doing business with uhaul anymore due to the lack of customer care.HAILEY S. | First Impressions
We were told by staff that at an office location that they would meet us at the unit at a different location in 10 minutes to deliver the lock we purchased and show us around. This did not happen, they did not answer the phones, and we waited for hours before giving up and leaving. You suck.malachi t. | First Impressions
Customer did not leave a comment.Eric L.
The check in process was not smooth and did not make for a good experience. I filled in the pre-check-in information and then still had to fill out a bunch of information while picking up, which was fine. But then for some reason that info wasn't enough and I was asked to provide more information (like an alternate contact, or passport) which wasn't readily accessible to me on the spot (really, why did you need my passport?who walks around with a passport?) so I had to go home again. It would've been helpful to know that this information could've been requested so I would've been ready. This delayed the pick up process, which was advertised as easy since it was all online. And then I was still expected to return the truck at the same time regardless of when I picked it up.Nahed B.
The U-Haul truck that I was given was way past its prime and it was very difficult to put the ramp back into the truck. I am a pretty strong person and it took everything within me to get it back in. Also it was difficult to pull down the rear door. Lastly, I was pretty scared to drive as well, as this particular U-Haul had some issues with the steering wheel. Probably needed some steering fluid. My last complaint is that the customer service rep, Randi, was very rude and impatient with me when it came to me trying to find an alternative contact (11 P.M. pick up) to pick up the phone. He would eventually cancel my progress made towards trying to get the U-haul, in which it took me an entire hour more to get ahold of customer service again and get approved. -5 stars. Two thumbs down.Aaron J.
Everything has been great, until I met Kelsey... ask to read her “hollow” apology and my reply to it, if she’s unwilling to shared; I will.erik b. | First Impressions
No complaints.Aaron G.
There was no mention it was an “unmanned” location when I booked it! Thankfully there was a very helpful young man there who came to our rescueDenise M. | First Impressions
Customer did not leave a comment.Taylor M.
The location was fine. The pick up and drop off instructions, however we're not clear and resulted in my waiting for an hour to verify my ID. Please send the steps in advance so people can be prepared.Maxwell A.
I tried renting at Highlands. I did not realize that this is an unmanned facility. I rented on December 23rd, and could not access my unit until the 26th. It was confusing to get in, no one was there to help, and it was a major pain. The only reason I went forward with the rental is I had no other choice. I would not recommend this facility to a friend.Kelsey B. | First Impressions
Customer did not leave a comment.Tyler S.
Contactless truck pickup worked very smoothly. My only critique is how long the process takes. Also the truck I had needs it's E brake serviced. It's about to fall off.Brandon J.
Your website capacity to support ANDROID appallingly bad. I wouldnt have been able to complete my rental without a friend who had an android. Cost us an hour and half of time and STRESS. Creates a BAD customer exp.curielle D.
Wonderful, quick and easy!Brandi S.
Worst experience renting ANYTHING EVER - next customer? I don't know, maybe don't outsource your CS reps to India and deny people pickup? WHat a fucking jokeJack W.
Customer did not leave a comment.emmy s. | Overall Experience
Customer did not leave a comment.Mun Y.
I wound up spending over $100 to have a van for 4 hours - not ideal. Highly doubt I'll be doing this again. Mobile pick up is a bit of a hassle. I was on a tight schedule; come to find that they need to contact another person as backup before you pick it up. Had I known it would be such a process, I would have gotten there much earlier - instead I used up about 20 minutes of my reserved time. Had to end up extending the reservation, so they charged me for two reservations! Then come to find that the gas must be at the same level you started with when you return it or you're fined $30, so I tried to refill it - accidentally overshot and would up buying them some gas! (Of course you don't get reimbursed for that)Justin G.
I did not receive the lock-box code again upon returning the keys and no indication when picking it up that I needed to save the code as I would need it later. This led to an additional 20 minutes standing in the cold waiting on hold with customer service.Cole T.
Customer did not leave a comment.Mary M.
Uhaul was not ready for pickup at 8 am because our order was changed to in person only. I had to wait around for a half hour while figuring that out until someone came.Nicole E.
Customer did not leave a comment.Vincent C.
So easy! No improvements necessary.Matthew P.
Customer did not leave a comment.Colin W.
Sign in for pickup didn't work on 2 out of 3 phones that I tried. Customers should be warned that it can take up to 30 minutes after finding truck to be approved.David S.
Self check in process is a joke and took far far too long as I stood outside in the cold waiting for someone to review the file. Providing two alternative contacts is just overkill and a waste of time from all parties.Garret M.
Websiteat one point said click here then ssid page not foundPerry W.
Customer did not leave a comment.BRIAN S. | Overall Experience
It took us over 45 minutes to get our truck after hours. It was incredibly frustrating.Lori C.
Customer did not leave a comment.GINAREY P. | First Impressions
No instruction about using the app prior to arriving to pick up truck. The email I received said to check in early online to make pick up much quicker, it said I would need a smart phone and to sign in to my account and click on pick up truck. When I arrived to the pickup location, I followed the directions in the email. My rental was switched to â€œhand deliveryâ€ and it said I needed to wait for the location to open to speak to an associate at a location that isn't even open right now due to COVID. Call the number taped to the door for the general manager for that location, no answer and still never heard back. On hold for 45 minutes with the uhaul general customer service so now I'm going on an hour late start moving out of my apartment. Finally get ahold of someone and they tell me that since I didn't download the app that's why I was switched to hand delivery. No one I talked to seemed to know this location was even closed at all. Finally, I go to drop the truck off that evening, get back on the app to check out, gives you directions to take pictures of the cab, odometer, etc. It told me to enter in the mileage as well, once I did that it said that I couldn't enter a lower mileage than what I started with. I couldn't drop the truck off without checking out, so I had to call customer service AGAIN. This guy also didn't know that the store was closed indefinitely because he told me I would need to cal them the next morning. I ended up having to email all the check out pictures to his email. After 8 hours of moving, was hoping I could just have a quick easy experience especially after what happened that morning. Received my invoice today, and they changed to mileage I drove to a higher number, even after I sent a picture of the odometer when I returned. Wouldn't use uhaul again. Very poor communication and no organization at all.Michelle V.
Diego and Kelsey were both very rude individuals they could not get my storage locker number right and then I was locked out for non-payment when I was current. I would not recommend anyone ever to rent from this place.DAVID DOUGLAS F. | Overall Experience
Upon arrival for pickup, I was unable to click through the self reservation. After calling customer service, I was told by the representative that the person before me failed to return their truck. While the representative was very helpful on the phone, I wish I would have been notified of the issue. When I returned for drop off, there was no key drop box in sight. The self reservation never instructed me where to drop off the keys. After waiting on the phone for 1 hour and 2 transfers the agent was able to provide me with a code for the lockbox. The truck was great however the pickup and drop off experience was frustrating and inconvenient.Danielle F.
Customer did not leave a comment.Anna P.
Customer did not leave a comment.Trevor M.
Very misleading information! Amanda, who I believe is a manager at the lower west colfax was beyond rude and we are going to transfer our belongings to another storage facility other than u haul because of it.Greg W. | First Impressions
No one on site. Storage is horrible and hard to get your stuff in. It's a 5ft loading dock so getting anything heavy up is nearly impossible. No drop box for keys. No customer service available, Diego doesn't answer phoneJulian M.
During the return process, I was taking the requested pictures (gas, interior, exterior, parking, etc), and it kept kicking me out of it and making me restart. The return process took me 30 minutes, which sucked.Andrew W.
Ensure that you communicate to create an account and preregister for contactless pickup beforehand. I called the night before and was not told any information regarding this and it delayed my pick up almost 30 minutes trying to figure out how to obtain the key, determine which truck, etc.Delanie M.
Picking up a truck online took forever. It's the worst system ever. It took us 50 minutes just to get the truck and customer service had a 20 minute hold to talk to someone then I got transferred 4 times until I actually got help.Chris P.
I had a really difficult time with U-haul and I'm not sure if I would use the service again. I requested U-haul for 8:00 am on 07/19/2020 and I got an email conformation that I was all set. When I got there the app wouldn't let me retrieve my U-haul and there was a sign on the door that this location was closed. Someone was there before me and had the same issue and let me know we had to go to another location. All other locations were not open until 9:00 am so I had to wait an hour before I was helped. Once I spoke to someone they told me I had to go back to the original location to pick up my U-haul and they sent me a text message to retrieve the U-haul. No explanations was given as to why I didn't get this text originally at 8:00 am. By the time everything was done I didn't have the U-haul to 9:30 am. This whole experience was very frustrating.Sara L.
After driving the truck from where I picked it up to where o was loading my things, some sort of oil or rust water became apparent in the truck bed. I tried to call the store to let them know and after waiting on hold for 15-20 minutes, the dial picked up and then I was disconnected. I will be extremely disappointed if I receive a cleaning fee when I tried to report this issue from the beginning.Alice J.
Very Easy to get and return the vanTyson M.
Although I understand the importance and necessity of the contactless/app use for pickup & drop off, the entire process was much more complicated and unsatisfactory than my previous uhaul experiences. When I went to pick up my truck, I was having issues attaining my assigned truck via the uhaul app and the customer service individual I spoke to insisted I get off the phone with them because they needed to â€œspeak with other customersâ€ before I felt confident I'd be able to complete the online process. When I went to drop off the truck, there was no designated â€˜return key' box, requiring me to once again call customer service. I spent 45 minutes on the phone with 4 different individuals in order to obtain information as to where to leave the key to the truck. I fully understand these are weird times for everyone and we all need to adjust, but on moving day I hope that the easiest part of my day is attaining and returning my uhaul. I hope that my troubles can lead to other individuals and families experiencing a much more smooth process in the future.Becca O.
There were no moving carts available when I arrived tat about 3pm on Thursday July 2. I had to wait and then I had to borrow one from someone else that had two carts a regular cart and a mattress cart only. They gave me the regular cart which I gave back to them when I was finished my off loading. No one was at the facility and I did not know what to do with the 5x8 trailer I just left it in parking lot. I hope it was not damaged or taken in the absence of anyone from Uhaul there to take possession of the return.linda d. | First Impressions
Customer did not leave a comment.Steffen W.
Customer did not leave a comment.Sloan S.
The reservation process was bad. It wasn't explained to me over the phone that when I said I wanted to pickup at this location it was only my â€œpreferred locationâ€ and it then gave me a location that didn't work. I had to go in and change it to what I wanted after. And then the app wasn't working and I wasn't able to pickup the truck on time.james G.
Customer did not leave a comment.Jeffrey H.
Once I had the truck, the process was great. But here's the thing: the whole "verifying" process while you're sitting in your hot car outside the truck is absurd. WHY can that not be done ahead of time. I sat in my car for 40 minutes while a UHaul customer service rep called my different friends to "verify" me in some way? Why could that not have been done ahead of time. I was on a time crunch. I assume most people are when they move. It should be as seamless as possible. The entire verify process should be done prior. When I arrive, I should have my code on my phone for the truck padlock and just be able to GO. Just my thoughts.Jack D.
Customer did not leave a comment.Catherine W.
he location and picking up my truck was great! The app is weird though. It wasn't clear that my pickup went through and when I dropped off the truck, there was no way to do it right away. It worked out in the end, but it wasn't a great experience software-wise.Jennifer G.
The mobile process for obtaining the van took about 20 minutes and cut into the 2 hours that I had the van for. I ended up having to rush through my move to get it back in time.Courtney N.
Customer did not leave a comment.WENLI D.
Customer did not leave a comment.Brooke Ann M.
Your app / website for self service needs to be improved. Process is slow and confusing.Matthew H.
Inform a head of time that uhaul needs to contact a reference right then and there.Aaron S.
Your website sucks. Very glitchy.Madison D.
Key return was not clear. Called customer service spoke with two people over an hour on hold. Never got a solution. Had to have my wife call another U-Haul location for help while I remained on hold. They helped. Wasted an hour trying to get key returned.james S.
Windshield on truck needs to be cleaned before each use. Could barely see.John G.
App didn't let me see code to turn in key. Nobody there to help so I had to leave for an emergency and chose to take key with me. I didn't want truck stolen so I had to pay for an extra day because the app didn't workThomas S.
Customer did not leave a comment.fred Z. | First Impressions
Customer did not leave a comment.erin d. | First Impressions
the self pickup was not smooth. After making my reservation ahead of time, when I went to the location and started the checkin process on my phone, it told me it was "reviewing my rental qualifications...", it took 20 minutes for someone to get on the support chat feature and approve my rental. I don't understand why this wasn't done when I made the reservation instead of when I was standing by the truck. Once approved, the keys were not in the lockbox as instructed. I instead found them inside the truck. The whole checkin process was very frustratingSamuel S.
I received the car (parked downhill) at 1/4 a tank. I drove 9 miles and dropped the car off. I took multiple pictures, but when I looked at it (parked uphill) it was closer to 1/4 a tank. Because of that I uploaded that amount on the uhaul.com app. It didn't indicate I had a charge. Afterwards, I was charged $38 ($30 fill up fee + 2 gallons). I called to dispute this and was told that "It looked closer to 1/8" and I couldn't do anything to refute the claim or take off the feee. I am highly disappointed with the process as it feel like Uhaul has stolen $38 from me. Additionally, I was told it took 2 gallons to fill back up to 1/4 a tank. This could not have been possible unless I was given the car below 1/4 a tank as I only went 9 miles. When discussing this, the agent stated that the car could be 4 miles/gallon if at full weight, but I only moved a small couch 2 miles (needed to go to the location & to my house). Therefore, I either shouldn't have to pay for the 2 gallons or more likely (I was given the car when it was below 1/4 a tank). Highly disgruntled customer at this point (who never leaves negative reviews or has issues as I've been on that side of that business).Mark R.
Mobile check in process was an utter pain. The verification process (alternate contact, passport, etc.) was not made clear prior to standing in the cold and waiting for it to be complete. If I was informed in the initial booking, then it was not made clear. I would not use this service again. Also, the floor of the van cargo area was dirty; however, I could not select this option during mobile check in because the functionality to attach a photo was not working. As such, I had a dirty van with no way to claim it as such.Michael S.
There was no key in the lockbox when I arrived. I suggest you leave the keys where they should be.Max R.
Customer did not leave a comment.Laura W.
It needs to be a little bit clearer, that it's self serve only and if you book to go into an office it's that a different location. This made quite a bit of confusion And cost me about 30 minutes into my time just acquiring the rental and cost me about 30 minutes into my time just acquiring the rental.Beth Ann K.
Using the online check in was a little trickyLaura W.
Used the online reservation and pickup. Reservation went easy. Pickup through the website took just over an hour, cutting into my time to move not to mention it was freezing cold outside. Neither the online system or agent I called into could helpBryan L.
I specifically chose to be able to speak with someone at the location when I picked up the truck because I thought doing it online seemed like a hassle. When I got to the location I found out they only do it online and I was right, it was a hassle. It took like 20 minutes for them to get me approved. I booked my appointment well in advance.Michael B.
The whole process around picking up the uhaul is very annoying. You need to show up 30 minutes early to make sure you're approved on time.Phillip W.
There should be a more concise outline of what is all involved with the vehicle pick-up. You should actually encourage customers to complete the preauthorization or approval of documents, drivers license picture front and back, as well as the fact that you not only require a secondary contact person and telephone number. Because of your lack of willingness to clearly outline this process. The morning of my move I nearly got frost bite. Standing out from of your location in 15 degree weather I uploaded and took pictures of the required and necessary documents. I also had to wake friends up before 7:00 to make sure they could answer your call to verify secondary contact telephone number. To add insult to injury, it takes 25 minutes in the 15 degree weather before you send me the code to unlock the key from your security box. My reservation time was not at all adjusted. I will not EVER use this service that you and your web page describe as saving time, ever ever ever again. Note to company, some things require human finesse. Open communication and outline of requirement. If even only the written encouragement of customers completing the pre-approval process before making it the the vehicle location would be quite helpful. I'm simply unsettled and disappointed with the exchange. Best, Brent G. DysartBrent D.
Self service website is awful. Truck in pictures was not even the same model as the one I received.Nathan P.
I might do mobile 24/7 pickup again but it was a pain to get the website to work. It took a half hour to figure out that where customer service was sending me to change the privacy settings was not the right area (I have an iPhone), and we started down the path of trying to send me to a different location (the on-site guy who was nice but couldn't help the checkout process confirmed the nearest location was sold out). Although I eventually figured it out while on hold, I was a little blown away that there's no backup process for someone whose phone isn't working or something's not updated correctly. There was a real chance that despite the reservation I wasn't going to get a truck at all today, or get a place way out of town and have to haggle the mileage costs. And the truck I reserved would sit there all day. Aside from that the truck was pretty dirty on the outside but otherwise all went well. Thanks.Gregory S.
Sales people have to tell us when it's an unmanned location. And that I need the app, etc. it took me almost 40 mins to get my truck- ridiculous! The app kept giving me errors, the website went down for maintenance too- this lead me to Needed to go over my time with the truck. I honestly want a refund or voucher or I won't use U-Haul again. Incredibly frustrating experiencegino P.
The 24/7 truck-share approval process was slow. I arrived at 10:00 am and was unable to unlock my truck until 10:30 am. This should be a much quicker process! Also, no notes in the contract or website about needing to return the truck with the tank the same as when I picked it up, I assumed the mileage charge covered the gas. I would have used home depot instead if I had known, felt like a bait and switch.Daniel S.
Customer did not leave a comment.Nadia M.
For a site that forces people to use their cell phones to rent equipment , the WiFi was terrible. The self rental was not user friendly and trucks were not even 4 wheel drive in a snowy state. Never again.Christina T.
Customer did not leave a comment.Teresa V.
I would recommend this location, but tell them it's only mobile pick-up. When you reserve online it gives you the option of mobile or in-person pick-up. I selected in person, but the location I used is only mobile. The staff on hand was nice and helpful.Timothy F.
It's not the rental location or the equipment that was â€œpoorâ€ or â€œbelow averageâ€ it was the experience of your app and trying to rent the truck through your self service. I made the reservation online - when I arrived I was informed that I need an app on my phone to rent the truck - although the reservation was â€œpulledâ€ into the app when I downloaded it and logged in, it would not give me any code needed - after 45 minutes / phone calls to customer service / etc I finally had to cancel my reservation and rebook. I missed my initial pick up time of 10:30 am and it put me behind in my move.CARRIE G.
Terrible experience using the online only system to access vehicle. Could not get a code without to open the lock box without out help on the customer service line. Once the box was open it did not have a key in it and there was no one staffing the location to help until later in the morning. On the plus side the national based customer service agent I spoke with on the phone was super helpful, accommodating, and friendly.Ben S.
App process was very poor and time consuming. Customer service was unreachable and when emailing the service rep from my order completion email I received a rude condescending response. Will never use U-Haul again.everett L.
When I made my online reservation I specifically selected to use an agent, not the mobile check-in. However, when I arrived at the location there weren't any agents so I had to use mobile check-in. There were delays in processing my reservation, even though I had done it all online in advance, so I was waiting outside in the cold and ended up being late to meet my movers. Overall I was very disappointed with the entire process.Michele S.
Customer did not leave a comment.Justin B.
I have been overcharged with pending transactions causing no end of trouble, in my checking account... one charge for $64.90 which cleared, even though Amanda said these initial charges would be unclaimed and reiterated when our contract completes, another charge of $35.05 and $24.36 still remain as pending, but the $93~ charge has finally come off my account as pending, unpaid, returning my balance to almost normal. I've now gotten two invoices, one for $117~ and another for $128~ either of which only $64.90 is paid, leaving the other two pending transactions, in my account a mystery and negatively impacting my financial capacities , for holding too many placeholders charged for one transaction, from me?Erik B.