My customer service rep deserves a medal! I am illeterate when it comes to technology and Sarah was extremely patient with me as she walked me thru the steps to check in.
KATHLEEN P.Customer 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.
Wendell, who handled my booking, could not have been more helpful. I highly recommend this location!
lawrence M.There was no wiper fluid - not even water.
Alan D.Rented a 5x9 open trailer, the employees were great, the price was very reasonable, and everything went smoothly. The trailer, however, had a bunch of broken glass from light bulbs on the floor. Had a little bit of trash from the previous renter. The broken bulbs were a bit over the top. Not your fault.
JERRY S.The gentleman who helped me was quick and efficient and even more impressively, very patient with another customer who walked in the door while I was there in a bad mood and looking for a fight. I would have thrown the guy right out the door but your man was patient and professional and helpful even though this “customer†was being a complete jerk. Nice job, U-Haul Man!
Charlie C.Make the app more user friendly. Nothing was working, had to keep closing and opening app.
Monique G.Sarah was freaking awesome!
John F.Gate to the trailer was extremely hard to open. Once opened it did not open all the way so there was about a 6 inch gap from the gate to the ground. The only way to get the gate to the ground was to have multiple people stand on it which was less than ideal when loading/unloading a motorcycle.
Ross G.The only disappointment was the unexpected fees.
James N.Not anyone's fault that the first truck broke down. Calling the customer service number from the app got us "taken care of", except they don't communicate with the local branches when they do this so everyone ends up confused. This customer service number sent a mechanic/tow truck to retrieve the broken down vehicle and sent me across town to pick up another truck. Upon returning said second truck, I was charged for an incorrect drop off. I asked the "customer service" rep several times what information I need to provide and I was always met with "we'll take care of everything". I was able to get a partial refund based on this mishap and I am grateful. The guy who setup my initial rental at the Arvada location was very helpful and professional. He is the reason I will recommend people to use Uhaul.
Reginald J.The manager was very helpful, I really appreciated it.
john C.They were very friendly and willing to help me out by pushing my time back when I forgot my ID. They were fast and friendly and everything was clean. Just moved to Arvada and it was so easy here to rent a truck had a lot of inventory compared to some of the U-Haul.
Anthony C.Very friendly and prompt service. Thank you.
Patricia C.We needed to extend our service due to a family emergency of a missing family member and were refused. Never Ever will I suggest this company again. Why have an option to extend if your just going to be denied. By the way, they are still missing. Thanks for nothing heatless bastards.
Michelle C.Only thing that wasn't awesome is couldn't do the face recognition. Otherwise I appreciate all you badasses that made my day awesome!!! Will definitely recommend this location to anyone that says move, moving, Truck rental. Will be returning here the next time I need to rent a truck!!!
brock G.This location was convenient for me and the person who helped me, well full of gratitude for them. I have been using uhaul for years, and the people make the difference.
PAMELA P.Horrible experience. Will be my last time using Uhaul. Pickup process was a mess, delayed our move and cost us additional money. When returning the truck, the staff on site were rude and unprofessional. So much so that the district/regional relief manage had to intervene with myself and an employee who went off the rails on me for asking a question. Never again.
Jamie M.I completed the pre-check in online, but was told it doesn't work and had to go through the process again. I had no idea about the actual digital check-in process so it was far off from my expectations.
Chris F.The customer service is really low since everything is so dependent on the app now. As soon as you walk in the help you get is very minimal. Even when you ask questions. It's like they expect you to know everything beforehand. With that said, you should download the app. Sign in and do everything yourself on virtual mobile because these folks don't want to help. Make your life easier by avoiding them altogether.
Catherine B.David is just too good lookin! That brad pitt look alike has all of the ladies droolin and a fella cant get thru the line. Great site w great people! Rock on!
Corey T.This time it was a seamless experience since I learned the last time that using the app and the pre-check in and check in makes it a smooth experience
Goal H.I had ordered and paid for a dolly and pads but they were not in the truck - thankfully, I checked before leaving the lot and was given them - had I not checked myself, this would have been a horrible mistake and a major hassle for me. Your online checkout system, requiring photos to be taken of the truck (which for me, a single woman, late at night) was a major pain. Even with the flash on and the flashlight feature on my phone, the interior images are basically useless - btw, the interior cab light seems to not be functional making it even harder to get any interior photos. Other than that, the staff was kind and professional and the truck did the job. I do think it is false advertising to say the truck costs $19.95 when in total (even without your insurance since my auto insurance covers any vehicle I drive), it cost me $73.07 for approx 30 miles + gas. Even if I took off the dolly and the pads ($17) it would have been $56.07 - far from $19.95!
Stacey P.This used to be a great place, but it's been years since I've rented here. Now? Meh. The gentleman helping me was nice enough, did the usual hooking up the trailer and checking lights, took a photo of the hitch. I pointed out damage to the trailer that didn't have the X stickers. "I sent you a link just upload photos there." Then walked off from a trailer covered in 10" of snow. I cleared the snow off then checked the trailer thoroughly and recorded the damage all without any customer service. That's not right and not the level of service I used to receive at this location.
Ashleigh C.Your entire new system of making people use digital check in and check out is going to piss all of your customers off. This is coming from an absolute tech person. The ONE person that was at the location wouldn't even talk to anyone in the line until they installed your stupid app. If you really think people are going to install your app to rent a vehicle once every three to ten years you are off. Words of wisdom from a CX expert, just because you can do it digitally does not mean you should. The one person that everyone had to interact with was in a shitty mood because she had to deal with corporate demanding everyone use digital check in/out. All of the rentals were covered in snow and ours barely started. I had to get my own snow removal tools from my car to get your truck ready to use. WTH are we paying for? Today was literally the worst customer experience I've had in many years. I will do whatever I can to avoid Uhaul in the future.
Dan B.Great experience quick easy Thank you guys
Charles C.I arrived at 7 AM opening time but the store was closed. I waited for 25 minutes but no one ever showed up. I had to go back at 12 to pick up my trailer when I dropped off the trailer. I tried checking it the trailer back in with app, but it wouldn't work, very disappointed in the service. I don't recommend U-Haul.
Derek M.Staff was incredibly friendly and had our trailer hitch installed in no time!
Rick J.No issues with the location. However i did have several issues with both the website and app trying to pick up and return my vehicle which was more of a hassle than necessary
Cecilia U.I did the TruckShare app, and it was NOT pleasant to work with, got customer service help and it it still could not be done, location and lot were fine, but the access to the correct numbers in the app and on the website were wrong, and it could not be solved.
DANIEL R.Getting the U-Haul was very stressful the app is not streamlined and sometimes you just want a human to help and apparently that's not a thing with U-Haul anymore
Leah F.On-line reservation system is a mess and the young man at the desk was unhelpful and downright rude. Thankfully the older gentleman that was working the desk Saturday morning was helpful or I apparently wasn't getting my rental. Someone needs to give that younger employee a training in customer service, or a kick in the pants out the door.
Christopher L.One of the counter attendents is a real jackass. Acts like he can't be bothered to help and irritated if you can't guess the proper procedure. Argues with customers instead of helping. In a foul mood all the time. However, the manager and lot attendents are great
Mark P.HORRIBLE customer service; guy was SO cruel to older couple ahead of me. HATE that I had to download an app I will NEVER use again. Will not use UHaul in the future.
Michael J.When renting a vehicle, why do you give the option to go to the counter and then when you get to the counter find out everything has to be done online. You made it very difficult to rent a vehicle
Jeff R.You did very good
Mike D.You switched me to a location very far away from my moving locations and then gave me a truck I couldn't return to any location causing me extra charges on my mileage. Very disappointed in my experience.
Alea H.Sarah was wonderful to work with and was such a great help!
Jordan T.Service was excellent.
Gina V.Had a great experience! Super friendly staff, super easy to start and end my rental, and the equipment worked exactly as expected.
Alyssa W.Check in was difficult after hours
RONALD K.The app was not working correctly. The app took too long to verify my location. When I talked to the representative he was rude to me. After showing him the app was not working he begrudgingly allowed me to use one of the store's tablets. Afterward the app failed again when verifying the license plate. I brought it to the attention of the person who was there and he accused me of trying to steal the tablet. Thye whole process took too long compounded with app issues and a poor employee.
Joseph B.I prefer to work with people, not apps. I also do not appreciate having to have a personal reference to a company I have used for years in my home state.
James T.Dominic or Donovan (can't remember his name for sure) was amazing!!! Super helpful and a really nice guy.
Makenna S.Ms. Kathy was absolutely amazing as always, she makes every visit such an easy and pleasurable experience and she's always incredibly helpful. Major kudos to her!
Anthony E.Sarah (?) was SO HELPFUL!!! On New Years Day! Friendly, Helpful, Knowledgeable! I could go on & on! You are my “Go To†for rentals. But Sarah blew my mind! Don't let her get away!!!! Thank You! Happy New Year!!
ken K.Staff in Arvada were excellent! They did a great job installing the hitch on my car.
Shanna T.It would of been nice to have the truck and trailer in the same spot
Erin F.I returned my truck to a different location. The person was very rude! She advised me that I would be charged a $350 fee for returning the truck to the wrong location. I told her I now lived in Arvada and there was no way I was returning the truck to Aurora, which is over 20 miles away. I was rude back to her and she advised I was banned from all U-Haul locations. I advised I didn't care because I would never use U-Haul again!
Dorothy B.The exterior of he trailer was not clean
Keith B.Wendell was exceptionally kind and very quick. The online check-in had issues and he made quick work of verifying my existence. The truck got incredible mileage. I always use this location due to their being so close to my shop. But also because they seem to just know how to take care of business. No excuses, always prompt and courteous. Thanks for yet another flawless experience. Kindly, Cory Gilstrap
cory G.While I understand Uhaul wanting the customer to check in and manage the rental all on line, you need to have an option for a live person to help you. Insisting that everything must be on-line is pushy and annoying.
Gary K.The lady in front that helped us was very rude and had a attitude the whole time
andrew O.The online web / app thing is absolutely terrible. It was an awful experience. I asked for help from the employee and he told me he couldn't help and I had to figure it out. I stood RIGHT by his computer and a point of sale system that never got used. The employee should have been able to help and ring me out WITHOUT your terrible online system. What a disaster. I'll never use U-Haul again. Make better business decisions.
John C.Way better than Lakewood U-haul
Brett W.Make sure that when people call your 1800 numbers that they talk to someone who actually understands the business and doesnt send them on a wild goose chase to some BS gas station vendor that doesn't know crap.
Dale E.Keep doing what you're doing Sarah, David and entire staff . Excellent service, communication, knowledge and true professionalism throughout the process. Clean facility with exceptional service, I'm not going anywhere but here next rental opportunity.
Steve S.The app and quick check in was not working on my phone. I had to go inside and have them help me get it started. It took me almost a half hour to get it to work. I also couldn't check out and had to have the location do it for me. In theory it's a great idea, but for some people we need the different way to rent equipment to bypass the online way to do it. The app has great instructions, however it's very glitchy. I don't rent often but next time I will find a location that doesn't have only the online checkin process to rent and will drive further if I have to. I really like the location and the staff are great at Arvada. You're manager there is very knowlw
Paige M.The signs were very confusing because they said someone would come out to me at the equipment return but no one came out and they got upset when I called to ask about it.
Lilian R.Mileage in the system versus what's on the odometer needs to be updated for a smoother mobile check out experience. The system says 114K but the odometer says 116K.
Keshaun J.Due to the weather, but the inside of the truck was dirty took photo, son took video of exterior of the truck, damage to left front fender bumper, tail gate had a dent on the tip under the black cover, the body had several x marks, on some rub marks, but other black rub marks dint have it, the lady at the counter was great she did explain they ran out of x stickers so I was ok she stayed, but over all I would rent there and recommend it to my friends and family. Like I said due to the weather the vehicle was dirty and understand. Thank you
Jesus G.An 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 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