I rented a truck online in late June 2024. I didn't need a large truck, but I absolutely needed the easy loading ramp because I was going to be losing the truck alone. The truck I rented online was the wrong size because the small ones do not have the ramp. When I realized my mistake, I had already completed the online check out. I went inside expecting to be told, "Too bad." To my amazement, the clerk understood my problem, cancelled the incorrect rental, and immediately rebooked the smallest truck with a loading ramp. In spite of my own mistake, I was in and out within 20 minutes. The return was simple. I just parked it in the return area, did a quick walk around with the employee, and got my receipt for a completed return. No unexpected charges and fees. read more

This is my usual go to place for propane tank refills. Most of the time they provide excellent service but recently they've had a shortage in people certified to do propane tank refills. I will come and wait outside for a tank refill only to be greeted with a worker telling me they don't have anyone here today that can do tank refills. It wastes time and money especially for people who are busy with kids that set aside time to go do these things. I'll give this place another shot because I've had good experiences before but it's extremely frustrating when I come in, only to be turned away because nobody is here to refill a tank. read more

I had a really good experience with a new employee there (Nate I believe). I needed a last minute truck and despite some confusion on the contract presentation online, he explained everything calmly and clearly. Return and checkout was really easy. read more

In April, we had this store install a tow hitch for our Mazda, to be used with a bike rack. After about a week,the car started to make horrible noises whenever we drove over a small bump. Back to the shop. They fixed it... for a week or ten days. Then the noises returned. A peek under the car revealed that (1.) the hitch was poorly designed for this application, and (2.) exhaust parts were hitting the hitch whenever a bump was encountered. Clang! Went back to the shop today to have the hitch removed. Despite a "lifetime warranty," they (1.) refused any refund for the hitch, (2.) charged us to remove it, and (3.) were surprised we wanted to take it with us -- they were going to keep it and re-sell it! They said so! Really! Make your own judgments about this shop. read more

I rented a van to move a few large items online and requested the use of an appliance dolly, and a utility dolly. My reservation was from 9:00 AM to 1:00 PM, and I arrived at 8:50 AM. I downloaded the app ahead of time so I could do it on my own with out having to speak with a customer service rep inside the building. Following the directions on the app, I started looking in the lot for the van with the ID number provided. I didn't see a van in the lot so I asked someone who brought a van around for someone else where I could find the other vans. He barked at me that he "was busy and there was a long line of customers inside and that if I wanted help I needed to get in line." I proceeded inside to get in line (even though the app told me to skip the line) to request the keys, out of fear of being yelled at again. I waited for my turn and got the same person (we found out his name is "Keith, at least that's what they said his name was). I told him I needed the keys for my reservation and he told me he didn't know where the keys were. I told him the van was in the back. He proceeded to tell me that if it was back there, than it needed to be cleaned and I had to wait until he was done with the rest of the customers before he could get to that. My reservation was scheduled from 9 AM to 1 PM, and it was already about 9:15 AM when he told me this. He proceeded to assist other customers while making comments about how other customers (implying me) were entitled and so on. He finally brought the van around and took me up to the counter. He told me he adjusted my time to 4:30 PM at no charge for the wait. I left around 9:55 AM and arrived to move my items and realized no dolly's were in the unit. I called customer service to let them know so that I wouldn't be charged and the representative let me know that the time had not been altered, which tells me he lied. Upon drop off after using the van, I pulled into the drop off lane where a sign said to wait in the truck and someone would come to help me. After waiting 15 minutes, we proceeded inside. The sales person, "Sarah P" (from my receipt), looked over the vehicle and I let her know that the dolly's were not included and I wanted a reimbursement for that amount. She took the issue to "Keith" in another room and I could hear him mocking me from the back. He continued on about how it was my fault the van wasn't ready and "why would she rent a van that wasn't available?' If the van wasn't available, it should NOT have been available to rent through the website. Since it was, I assume that the fault is of the staff for not doing their jobs and having the vehicle ready. If they were short staffed they should have had one person assisting inside while the other was doing what needed to be done outside. "Sarah P" came back to give me my receipt and at that time we asked what his name was so we could leave a review for mocking us and she said "who, Keith? Keith wasn't mocking you!", even though we could hear it along with other customers waiting in line. This is by far the WORST customer service I have ever had! I will never recommend this location to anyone, and I will continue to post reviews online and everywhere else I can so that people know what they are getting into before they get there! "Keith" should NOT have the job he has if he can't do his job with the proper attitude and patience! read more

This is a bad location do not come here! They are unreliable, unhelpful, and straight up rude! When I was talking to a woman on the phone there, I wish I remembered her name, she hung up on me. This place is incredibly unprofessional. We used a U-Haul partner that they arranged to move a heavy item. The movers never showed up and when we tried to communicate with UHAUL about bringing the trailer back for a refund, or to change the date, there was literally not one person who would even have a conversation about it. It was actually insane. We technically had it rented for the whole day but brought it back after two hours when the movers showed up and that didn't seem to matter to anyone. There are so many places you can do your business. Choose a different one than this one! read more

Last minute rental on a trailer. Everyone at this location was very knowledgeable and friendly, seemed like they enjoyed working there. Excellent service and highly recommend this location. read more

Cleaning Fee Scam! I picked up a truck on June 26, 2024. I got to the house to load furniture and the door wouldn't open because the spring was broken. I drove a half hour to back to get a new truck. Got a new truck, no sorry nothing. I got the new truck, used it, and when I returned it, the person receiving the truck was just matter of fact and rude. I finally got the receipt two days later and they charged me $25 for a cleaning fee. I swept the box out, took the floor mat out and cleaned that. So, I decided to call the main U-Haul office and disputed the charge. The "general manager" Franklin, called me a day later and asked if I left a coffee cup or a piece of paper in the truck, if I did, they would charge me a cleaning fee. I told him I had cleaned it. He said his cleaner didn't take pictures like he usually does so he was going to have to reverse the charge. This whole time I'm trying to talk to Franklin who won't let me get a word in. I finally told him I was going to call customer service to let them know what I thought of the way he treated customers. This Franklin guy is a rude person who has no idea what costumer service is supposed to look like. After having to return a broken truck and wasting my time this jerk thinks he's going to charge me a $25 cleaning fee for no reason. read more

Employee living in run-down RV on property. Unlicensed vehicle living illegally at place of business. No bathroom or bathing facilities for person living in trash dump. Oh, by the way, this place is old, dirty and has very rude employees. (The ones that work). read more

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I'd like to say that I had a great experience with this location and the guy who helped me went above and beyond to get me a part to get me on my way. Initially, I had made a reservation to have a hitch installed at another location. On the day of the reservation, I received a voicemail indicating that the part had not come in (understandable during COVID-19) and that he would call me back when it came in. After a week of waiting, I called the shop and they said that my reservation was cancelled. I was initially reluctant to go with U-Haul as it seems that their systems do not talk to one another. I'm happy that I got my hitch installed at this location for a reasonable price and in a short period of time. read more

This facility could not be more difficult to deal with. Their customer service is almost non-existent. You are forced to sit on hold forever just to get a representative, and when you do, they are rude and refuse to help--even in a situation in which a security breach was present in one of their facilities. read more

Zero stars lol. Employee at this location hates his life. Brought the truck to return and instead of helping me he just wanted to be a prick. All good he can enjoy his job at uhaul lmfao. read more

Promised me a military discount when rented. When I brought truck back, girl at counter said she couldn't authorize it, only manager could and manger was not there so did a "promissory" note and manager would call me in next few days. Well guess what, never got a call, tried calling several times and no one answers. They went ahead and posted full payment to my card. Sleazy people there. I'm disputing charges with my card company so hopefully U-Haul gets absolutely nothing and those losers working there can continue to wallow in their own shit. read more

Abysmal customer service. They were unwilling to elevate a problem to customer service, but once it was closing time were eager to call their manager and the police (because I wouldn't leave while I was on hold with 800-GOUHAUL) so they could go home as soon as possible. When picking up reservation, they deemed that my out-of-state driver's license (presented with military ID) was invalid and blamed it on their "system". When I requested that the matter be elevated, they said to call the 800 number to get help within 48 hours which did nothing to help me with my reservation that day. While waiting on hold with the 800 number, they asked me to leave so they could close. When I told them i wanted to wait until I had a chance to get assistance from the only source of elevating issues, they threatened to call the police unless I left. Even though I had not been aggressive or threatening not had I raised my voice or even cursed, their manager had them call the police-solely so they could clock out on-time after creating a situation. They only started being truly considerate when they passed on to their manager (over the phone) that I had reached customer service through the 800 number and said that if police responded and the eployees pressed charges, I could see this situation as justifying a suit for damages. I can't believe how little this location values customer service. Maybe their hands were truly tied by a higher level, but either way do yourself a favor and take your business elsewhere! read more

Everyone was super helpful even when I made last minute changes to my reservation. From pickup to drop off each employee that I interacted with was great! read more

STAY AWAY FRON THIS U-HAUL - go to another branch trust me- angry workers that have no sense of customer service - Cash was the worst representative of a company that I have ever had to deal with Arrived 10 minutes before close and no one was in front reception area. Waited about five minutes and then opened door to shop area where once again, no one was around I walked around the back of store and found a gentlemen named "Cash" who greeted me by saying " were closed buddy" and then spit on the ground like he was mad at the world I told him I've been out front inside the store for almost 10 minutes and it's still 3 minutes before close. He threw down his glove and angrily walked me back in through back doors. I felt like he might get violent with me at this point. Once at the desk and starting to look up the reservation he asked for my card, I handed him the BUSINESS debit card that I always use at uhaul and he refused to even take it from me He said I needed an American Express or other major card....again, all angry tones and mannerisms from CASH at this point So I took out my American Express and sloped it on the counter in a way that matched his attitude He then threw my card at me and said he won't do the reservation and I can leave The most unprofessional lazy representative you could possibly have at your store UHAUL I highly recommended giving Mr Cash a lesson in customer service read more

Waited on hold for 15 minutes to ask a simple question (does allowing someone to tow a trailer who is not on the rental agreement violate its terms). They hung up on me because they didn't know the answer to a follow-up question regarding liability, then hung up on me again when I called back. True story. read more

The negative ratings herein do not surprise me. We needed to move a 5-ft wide piece of equipment locally. We rented an 'advertised' 6-ft x 12-ft utility trailer with ramp. When readying to move the piece of equipment, it was discovered that the ramp opening was only 4 ft-9 in wide, which made the move impossible. The 'size' of the trailer was misrepresented. We returned the trailer after having it for 40 minutes and were charged the daily rate. There was no discussion by the U-Haul representative (Phillip) about receiving a credit due to this misrepresentation in size. Additionally, he was immediately overly-defensive, rude and lied about how the initial transaction took place. Both my adult son and his friend could attest to this. Simply, as an earlier reviewer herein said, customer service at this U-Haul establishment is "abysmal." Tomorrow, I'll await the response of the manager. read more

The app didn't work and when it finally loaded it was having me search the parking lot for trucks that weren't even there.. On the 5th try it gave me an ID number for an actual truck in the parking lot and then would not process my payment.. After standing in line I was told no trucks could be rented due to a failure in their payment processing ability.. Garbage service, glad you didn't get any of my money and sorry I wasted my time trusting you. read more

We've rented previously from this location and they are very good. Have plenty of equipment, are fast in getting you checked in and fast checking you out as well after returning. I always reserve online and then pick up on my designated day. Easy. Done. read more

Beware. This company is famous for bait and switch. They rarely, if ever, have the vehicle you rented available. We ended up going to three different locations, only to get some vehicle that was not what we wanted in the first place. And their customer service? Don't even try. Avoid this company. read more

Terrible location. We rented U-boxes to move us from Ca. When we got the call they had arrived, we got some friends together to unpack. We go to pick them up, and they tell us that they can't get to them because they are packed up in the back, and to come back the next day. We did, they gave us a discount, whatevs. We went to get the other two that we left in storage a month later, and tried calling to let them know we wanted to pick up. We seriously called numerous times a day, for TWO WEEKS. They had disconnected the phone. Finally I stopped in and spoke to someone. Then, they charged us rent for the two boxes for 2 month AFTER we took them out of storage. Awful. read more

We scheduled a trailer a week ahead and when we went to pick it up they said it wasn't a available, but we could drive 39 minutes to get one. When we inquired about the UHaul guarantee that said it wasn't their fault it wasn't there and they don't do anything to make up for it and they would not have it brought to the correct store. They got very rude and told us we could either go get the trailer 30 minutes away or not get a trailer at all and they could give us $50. Obviously they have you between a rock and a hard place at this point because your need for a trailer doesn't go away just because they screwed up. And while we were waiting they weren't helping the elderly lady in their store so I helped her for them. read more

Left my vehicle overnight after a hitch install since they close at 7 and I didn't get off work until 9. Well they decided to keep my car unlocked and it was broken into. They stole $300 prescription sunglasses, all my personal info in my registration, a dog bed and countless other things. When I call the "owner" said "well we did tell you what time we closed" which apparently means they don't take the time to lock cars that aren't theirs. Literally the worst customer service I have seen. Do not go here, plenty of other reputable places close by. read more

I have had nothing but trouble with U Haul, in general, and this U Haul facility, in particular, since I used this company for my move from NM in late April 2020. U Haul could not follow basic instructions about pick up times for U Boxes and input correct addresses for pick up, delivery and billing. They also do not follow basic instructions despite being given the correct information multiple times. They blamed each other for repeated errors. The Santa Fe Dr. facility put the wrong address on my bills ( put address I moved from) and either forwarded my multiple calls to correct their mistake to a call center (who had no authority to fix the address error) or hung up on me when I finally reached someone at this facility. I called the national customer service number and contacted the district office to ask them to fix the address error. They attempted to assist me, but also could not change the local address error. Both of these individuals sent my contact information and a summary of my issues to the Manager of this U Haul facility. I never received a phone from him or anyone else at the Santa Fe Drive location. The final straw for me, was a call from this facility's U Box Manager today who informed me that my boxes were being moved to another Denver facility in 2 weeks because the Santa Fe facility had suddenly run out of room. When I signed with U Haul, in April 2020, I was told that the Santa Fe Dr. location was the warehouse storage facility in Denver and my U Boxes would be stored there. I also rented 2 storage units at that facility so that all of my property would be in the same place. I told this U Box manager that this change was unacceptable. I should have been told about this warehouse move before I committed to use U Haul in late April. When I attempted to contact this woman's manager, his mail box was full. If I could give this facility a negative rating, I would do so. When they need something from the customer, they find you. When you need assistance and customer service, they are nowhere to be found. Deb B read more

95% done moving from Five Points to Littleton. But I just had a bad experience with this U-Haul store. I saw someone's review on here that said they only paid $25 (?) I wished I was that lucky. Saw my credit card statement online today and we are negotiating. It was close to $200. But my experience began when the vehicle I was using had mechanical difficulties right as I turning onto Santa Fe Dr. So I returned the vehicle and they did provide me a much better vehicle. Also, make sure you return your van/truck with over 2/3rds a tank of gas or they will charge you much more on your credit card. It say 1/2 of a tankful on your contract, but that location is slippery on that one. read more

Rented a truck and a dozen furniture pads/blankets. Returned truck with pads in back cabin. Got charged a $25 cleaning fee for not re-folding pads. Was never once told to do this. Do you read the fine print of every receipt/invoice you receive? I don't either, which apparently caused me to loose out on $25. Called to dispute this as I was never told this would happen or mentioned at all and was shut down and forced to pay. Won't be using uhaul ever again when good local rental companies exist that don't rip you off for petty hidden charges. read more

Customer service is terrible. You book a reservation on line and later they will call you and say the vehicle is not available. They're then eager to up sell you on a much pricier unit. They're unethical. read more

I had the worst customer service experience with this uhaul. I was just trying to rent a truck and they were unwilling to help me. They kept telling me someone would be getting back to me and never did. I asked to speak to the manager and I was told he was busy but would be calling me back. It's been 2 days and still has not called me back. This entire team is awful. Do not rent from them. read more

Actually a "0" star, but not an option here. I called and made an appointment to have a wiring harness installed. Drove 30 min. to get there. Upon arrival, I was told there was no time to do the install this day. The owner disavowed responsibility for the person that made my appointment, stating only that she was not at his site. Owner made me wait 15 minutes to give me paperwork that, per my request, would assure my credit card would not be charged: a requirement for making the reservation. Paperwork does not even assure me I won't be charged. Avoid this place! read more

The manager didn't follow through with anything he promised after all that. The manager from the other Uhaul location at 6th and Wads had to go pick up my hitch after he(Santa Fe manager) promised to deliver it to the location north of 6th Ave. (Oddly enough, the manager of the Santa Fe location is the father of the manager of the 6th and Wads location, but you'd never be able to tell...luckily the apple fell far from that tree). The guys at the other location took care of me for the hitch install but couldn't answer any questions about when the rack was supposed to come. I finally escalated to the district manager's office. They were extremely helpful and gave me a discount on the rack and even had someone from their office deliver it directly to my home. That was very kind of them. I'd give that interaction a 5-star, but this location in particular was never able to do a single thing right, didn't follow up with any of their promises and the manager truly needs to be replaced. HORRIBLE! Uhaul 6th and Wads is a MUCH better choice! Also, if you have issues at this location...please call their district manager's office so they can start getting a paper trail on this manager... District office: 720-262-2214 read more

My main car had to go into the shop unexpectedly and Charles was able to get me in with 24 hour notice to have a hitch package installed on my second vehicle. The customer service was great from the front desk to the technician who installed my hitch. The hitch itself works perfectly and is exactly what I needed. Thank you to the entire team at this location for saving my 3 year olds annual camping trip. read more

I owned a trailer for a number of years, but sold it because I was getting tired of the $45.00 per year for the plates. I needed a trailer today for a couple of hours. I made my reservation on line to pick up in 1 hour. I was in and out of there in 15 minutes with the trailer. When I brought it back, I didn't even need to go inside the store. I pulled right under the canopy (it was pouring), and the fellow came within a minute. Finished my check out right there, and I was gone. Cost me right around $25.00. Glad I sold my trailer last summer. Thanks U-Haul. read more

Twice I had to wait more than 30 minutes to be served at the counter for a previous reservation. This place is very badly managed, consistently understaffed on Sunday mornings. Find another location if youhave a choice read more

I wish that I would have read these reviews before I scheduled my Honda Pilot to have a hitch put on at this U-haul. I picked my Pilot up after the hitch was "finished." After I got home that evening, I opened up my trunk to place an item back there. When I tried to shut my trunk, it wouldn't shut. After a couple of attempts, I realized that my back lights were not properly placed back in after my hitch had been installed. The back lights were pressing into the trunk area. I then realized that my left rear light was cracked and had a piece missing, and paint had been chipped off of my trunk from the staff clearly slamming my trunk down, when it wouldn't automatically shut. I contacted the assistant manager, Steven, and he had apologized and said that U-haul would pay for the damage. I went to U-haul the next morning and Steven noted the damage and showed that the lights had not been properly placed back, resulting in the trunk and light damage. The next day, I went to turn on my windshield wipes and a set of pliers flew out of my hood. One of their staff had clearly left a tool in my hood. After this second clear display of incompetency with staff and clear lack of pride in a job well done, I tried to contact Steven again. He didn't respond to me for two days and at that point, literally sent me a text with the 1-800 Uhaul number to file a claim. I then requested his manager's phone number and he eventually texted it back to me. I have now left two messages with the manager of the location, Kyle Rutherford, and he has not been bothered to call me back. I work in Customer Service and can't fathom not returning a customers phone call, immediately, after such a display of poor service and incompetency. Don't go to this location for a hitch install. The staff clearly don't know what they are doing and don't care either. Very disappointed and disgusted at this level of poor customer service and inadequacy on so many levels. read more

The experience with renting through U-Haul on Santa Fe had a few ups, but even more downs. I had an after-hours drop off, so nobody was there to check me in. Pros: -I was able to get my rental 45 minutes early. -The store was clean and organized -The clerk was knowledgeable, but only when I asked Cons: -An employee came up to the front desk, was very disgruntled looking at his personal cell phone, then proceeded to throw his phone onto the counter, in a fairly aggressive display of anger -The truck had damage to it, luckily it was annotated. -The A/C did not work while the truck was in motion, which was not ideal when it was 97 degrees out. The vehicle could possibly have been switched out, but wasn't -I was charged $25 for not folding the 3x blankets that I used. While this might be company policy: 1)$25 seems a little overboard, 2) it was annotated on my receipt that there was a note listed in "Mom's Attic" which is nowhere near the blanket bag. There are notes printed all over the truck, dozens of them actually. The only reason I knew to return the blankets at all was because it was printed on the blanket itself to return to U-Haul. The only instructions I received from the front desk was to park out back and return the keys in the key drop. The signage in the check in area has no light on it and very vague instructions. I feel this charge is unfair. For these reasons, I will not rent from U-Haul ever again and I will not recommend to a friend. read more

I rented a Uhaul from here last December and it was a horrible experience. I put fuel in it before I returned it, had a receipt and they still charged me $40 when I returned it. Completely rude about it too. So now this December we are moving into our new house and rather than give any more money to the jerks at Uhaul I went with PODS! SO SO much better...more convenient, better customer service, easier for us...AND...not anymore expensive than UHaul. Probably cheaper in the long run because I won't get charged TWICE for fuel. So...your jerk attitude and scam like policies cost you a customer. Stick that in your juice box and suck it. Seriously people...check out PODS!!! Much better, easier option!! read more

"0" stars. Worst staff imaginable. Correction: there was ONE nice gentleman, the one who inspected the uhaul truck when I was leaving. They told me my card wouldn't be charged, and used just as a hold for the rental. Also that I could pay the amount in cash when I return like I'd asked 4-5 times throughout the entire process. They then informed me when I called to confirm the no charge on my card that the ENTIRE $150 for a 24 hour rental has been charged to my account. I then asked if we could just re do the process so my bank account wouldn't be over drafted due to insufficient funds, and they then proceeded to tell me that it would take 5-6 business days to refund the amount and I would be "better off" putting the $150 in my account then wait the 5-6 days to be reimbursed the amount of unused miles on the truck when I return the uhaul. I DID NOT WANT TO USE THE CARD. I TOLD THEM SEVERAL TIMES I'D PAY CASH WHEN I RETURNED THE TRUCK. I've never been more disgusted by a company before. The rudeness level of the staff, when I was frantically trying to fix the problem due to their misinformation and error, was UNREAL! I will not be back, and I will make it my mission to make sure no other decent human being is wronged by this HORRIBLE company. I just wanted this moving process to go smoothly and it ended up screwing me over more going to uhaul than to just take my truck back and forth from my houses. read more

I returned a 14ft truck to this location without an appointment. The manager initially told me their location is full to accept more returning trucks, but he bothered to work it around for me. The other workers were quiet and courteous while I was there. read more

Have to give one star because the vehicle was clean and the young lady that checked us out was great! That is where it ended!!! Upon check in, I was assisted by the owner (said so on his name-tag anyway) and his attitude was less than favorable and personality was non-existent. It started with him telling me that my address was NOT on my profile in spite of the fact I have added several times. I am okay with it not being on my profile, I am sure it isn't his fault. That is just the way the e-world is, right? But do you think Mr Happy said anything like; "not sure why it isn't there and sorry you are experiencing this", no, just grumpy non-expressive face. Oh well, his deal not mine right?! I pick up the truck, use it as planned, drive 5 miles total, put a gallon of gas into it so it is at or above where it was and return the vehicle. I explained to the young man that checked us in, that while checking out the vehicle, the attendant noticed the gas gauge was at 7/16 vs 1/2 full and should have corrected this in the computer. He confirmed that in fact she did, gave me my receipt and off I go. Then the light bulb comes on and I realized my final charges were higher than original estimate that provided for 10 not 5 miles. I realize that after explaining the gas situation, the check-in attendant charged me a gas fee in excess of $5. So I go back into the store only to be greeted by the owner. I explained the situation and he did quickly address it, however no, NO apology for the error. So going forward, I will choose wisely why I return to U-Haul or in fact, will consider other options. You should too! read more