U-Haul Moving & Storage of Highlands Ranch

Guy said no trucks at all Van 19.99 for my 6 days at 89 cents a mile.return to our store. I said book it.He said wait I got a better deal. Left me on line 5 min and immediately a reservation comes to my phone. He booked me at 115 per day. He said I just talked to manager can't honour the deal and it's illegal. Cut me off and said call 1800 hung up on me. Called them they cancelled the reservation and said they would help me then a note came in and she said oh now you gotta talk to another center. Can't help you. I went in store. Manager stated he would do it and then every single person in there became so rude and when I got upset. The manager refused to help me. I said please I have a family that needs to be out of our place now. He said no three times. I said you have a nativity scene and this is how you treat a Christian customer in need. Then all of a sudden he sits there smurking as an evil person and the extremely rude girl said I was not rude and I am a Christian and my kids have bi local names. Well so do mine and I am kind as my Bible tells me to be. I said someone that displayed that behavior is not a Christian. I know by your fruits then the first guy said I'm a pastor. And said God will provide the money you don't have. This place is clearly under Satan's control and they are the puppets. Stay away.

Cristina P. should be fired from U-haul and never work in customer service again.

I originally made a reservation for a 26' truck and a vehicle tow dolly on Monday 2/10. When I went to pick up my equipment on Wednesday morning (Uhaul was letting me pick it up a day early for no extra charge), Cristina didn't bother to look for a reservation, but proceeded to start a rental agreement from scratch. She charged me full price for the 26' truck (I had a small discount included in my reservation), and charged me for the auto transport trailer, which is $420 more than the tow dolly I had reserved. When I asked her why there was a price discrepancy between her total and my reservation total, she told me she had no idea why her subtotal was over $600 more, and gave no impressions that she was willing to investigate it further. When I tried to use the card number that my future employer provided me to help with moving expenses, she informed me that they don't accept card numbers, only physical cards (I'm sorry, but there is literally nobody in this day and age that cares whether you are using a card number or a physical card to pay for something). I didn't realize that she booked me for the wrong vehicle transport equipment until after the transaction was completed and they were prepping the equipment. I walked over there to tell her that I didn't want the equipment she charged me for, and that I wanted the cheaper tow dolly. She tried to tell me that the vehicle I was towing wasn't compatible for the tow dolly I requested, which was very interesting to me since I had literally used the same tow dolly to transport my vehicle out to Colorado 18 months ago without any problems. At this point my patience was completely gone and I raised my voice at her a little, to which she responded 'I don't know why you're getting so upset with me, I only work here'. She went back inside to check if any of the tow dollies was available for me to take, and upon this confirmation, she informed me that we didn't need to create a new equipment rental agreement/receipt because the tow dolly and the auto transport she originally charged me for were the same price (which was a lie). At this point, I gave up with her because she had proved to me that she was either brand new at her job (unlikely), incompetent, or just didn't care about my business at all. I left with my rental equipment and called the general U-haul customer service line to get the required refund for the amount that Cristina overcharged me.

To finally talk about the equipment I rented, the tow dolly they gave me had a tow hook missing off one of their chains, which I had to duct tape in place to keep it from dragging underneath my towed vehicle. The 26' truck had the traction/stability control and the ABS dash lights turned on for the entire drive, which tells me that the truck was best case experiencing an electrical problem, or worst case had some major problems with these two systems.

To anyone in the Highlands Ranch area that reads this review, most of the people that work at this location don't pay as close of attention to what they are doing as they should, but especially avoid Cristina P. if you can. She vapes indoors during her shift and doesn't care about her job, or any customers that walk through the door. I cannot emphasize enough that this experience made me never want to do business with U-haul ever again.

Blake, Ryan, Cassandra, and Marcus made this a fast and efficient process.
Love working with this location and the employees.

I am going to be traveling and was told by the airport legal size 16X16X16 I have been driving and calling looking for a box this size. I called this location which is 28 miles away from me and the lady on the phone tells me “ Um we have a lot of boxes I don’t know if we have that size.” That is called lazy. I am sorry I called your establishment and needed you to get off your ass and see if you had a box that can tailor to my needs so I wouldn’t have to drive out of my way to buy a box. Thank you so much for trying to earn business, even if it was for a measly eight dollars or less. Then people wonder why businesses are going out of business.

I recently had a terrible customer service experience at this U-Haul location. While the facility itself is well-stocked with equipment, the service provided by a staff member named Cassandra was shockingly poor.

From the moment we interacted with her, she was visibly annoyed and curt, making every step of the process feel like a burden. She moved at an agonizingly slow pace, as if helping us was the most inconvenient task imaginable. When we asked to purchase TV and wardrobe boxes after processing the truck rental, the disgusted look she gave us was enough to send a shiver down my spine.

Customer service requires patience, professionalism, and a basic level of courtesy—qualities Cassandra clearly lacks. Her mood and attitude were so negative that it even seemed to bring down the rest of the staff. Frankly, there is no way she should be working in a customer-facing role.

It’s unfortunate because this location has everything a customer could need, but dealing with someone as unfriendly and unwilling to help as Cassandra makes me seriously question ever using this U-Haul again. I hope management addresses this issue because no customer should have to feel like an inconvenience just for doing business here.