U-Haul Moving & Storage of Highlands Ranch

The women at the counter was more into her mobile phone than processing the reservation. I was there to pick up a moving truck and every 30 seconds she was texting on her phone. It was a poor counter check experience when she is focused on her texting than getting me going. She even forgot where she left off during the check out.

I visited to rent a truck and also reserve a storage unit to move into several days later. The rep said I was lucky since it was the last 10x10 available. However when I arrived the day of my rental I was told that even though I had a printed reservation form for the 10x10 unit it wasn’t actually reserved. And then they only had the larger 10x15 available. She asked me who did the reservation and I described him and she said “he doesn’t know what he’s doing”. The woman who helped me was the only one working and kept bad mouthing everything about the facility and the staff and never actually apologized for the staff error. Her customer service skills are severely lacking. So, I was stuck with renting a larger unit and paying more due to their error. When I arrived to pick up the truck, I couldn’t find it in the lot. I went back to the office and the woman heavy sighed and said “I told him to move that truck out”. And then she threw me keys to a different truck and said to use that one. I never heard “I’m sorry”. I’m not sure if the facility is understaffed or that customer service training isn’t available but I won’t be recommending this facility simply due to the way I was treated by the office staff and the fact that I was forced to pay for a larger unit than I needed due to their error.

Staff in the store were not great on most occasions I visited. Then, when I checked out in the app (yes I remove the lock and uploaded photos) it showed the checkout as pending manager approval for 2 weeks after I checked out. Eventually I had to call the store to get it resolved because it was clear uhaul was going to charge me for another month and was not going to action the checkout at all, The tech and facilities were great. Let down by less than average staff.

**One Star - The Worst Experience Ever!**

I had the absolute worst experience with U-Haul's storage facility and service. I made an appointment to get a tow hitch installed, received a confirmation number, and arrived at the location bright and early at 7 am. After waiting for 20 minutes, I was told they had no record of my appointment, despite me having a confirmation number and being at the correct location.

To make matters worse, they made me wait an additional 20 minutes just to check if they had the item in stock. The staff was extremely rude and unhelpful throughout the entire process, showing no interest in resolving the issue. The entire experience was incredibly disorganized and frustrating. This level of service is unacceptable, and I would never recommend using their services. Save yourself the headache and go elsewhere!

Please read! We turned in our Uhaul ahead of time but it was not recorded correctly so they charged that we were two days late. We’re so lucky they didnt report it stolen but it sounds like they were about to. Almost had a misdemeanor on my clean record!! Horrible horrible please don’t use this location. They made up a return time where I was literally at work and therefore (thankfully) had an alibi. They’re fudging dates and numbers and could very well be false reporting motor vehicle theft. Soooo shady, absolute trash

Edit to add: I put in an info call with the police department about what happened incase any of yall have similar problems. Better to just rent from the Denver location 3410 S Galena St. We’ve had two great/easy experiences there over the years. Good luck!