0/5 stars – Locked inside unable to leave for over 3 hours. I arrived about 20 minutes before closing Thursday 03/05/26 to pick up a U-Haul truck and was told to find it myself in their dark storage lot. After loading my equipment and trying to leave, I discovered the exit/entry point had been chained and locked — trapping me, the U-Haul truck, and my personal vehicle inside. No one checked the lot before closing, and no one mentioned they chain the exits at this location. Every other Uhaul location has their trucks in open lots as well as they usually bring you the truck you rented and inspect it together. I called the store (Big Tool Box Centennial) multiple times with no answer and eventually had to call 911 because I was literally locked inside with no way out. Having worked an entire day, hungry, and angry this was far from a minor inconvenience. I was stuck there for over 3 hours until someone happened to arrive with a key and let me out. That person got there before 911 could. As a moving company owner who rents U-Haul trucks often, I’ve never experienced anything like this. The manager Kyle basically insulted me the next day by "looking more into what he could do to make this right" - then days later offered me a $20 gift card for the situation. I understand mistakes happen, but completely unacceptable way of owning your mistake putting any client through this. Most frustrating part is the police officer telling me this isn't the first time he's gotten a call here for this. I will be telling my friends and business partners to stay away from Big Tool Box in Centennial.
RAUL A
Big Tool Box Inc
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Centennial, CO 80122
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Customer Reviews
- 4.5 Average Customer Rating
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Everything was good
MAUREEN CNot happy at all with this experience. A walk out with the customer to the truck should be a must. That didn't happen. It would have shown a glove was left in the cabin and a rug in the back. I spent too much time looking for my truck as I was told to 'just find the one that matches the number on the key'. Also the gas wasn't were the receipt said it should be. I mentioned that when I returned it. Again didn't walk out with the customer. Just said oh I'll make note and take care of it. Now the kicker, why was I charged a cleaning fee. The manager at this location will be hearing about this tomorrow morning. Wouldn't go back to this location, I'd drive further out.
FAQURI HThe people at the location were helpful and were good at getting the rental done in a timely fashion. However, the truck was not particulary well maintained - or so it seemed.
HAL BVery nice people and knowledgeable
ALFREDO C