U-Haul Moving & Storage of Highlands Ranch

Pros: easy pick up and drop off.
Cons: Customer service was very off-​putting. One agent told me to go to another window. At that new window, new agent said «not me!» So I bounced back and forth to other agents until someone finally helped me. Very rude and unprofessional.
Truck itself was old and dirty. Difficult to brake (need new pads possibly).
The fuel suggested fill rate form is way off. The chart recommend about 1 gallon fill. I had to fill about 3x that to meet the ¾ requirements.

My wife and I agree… UHaul needs competition.
Despite having a reservation my trailer pickup takes 45 minutes. Service is abysmally slow. The trailer insurance (not told until after purchase and hookup covers only part of the trailer?). And last night, while traveling at highway speed, we find out the trailer lights are nonfunctional.
I will end up returning, as they are a monopoly for items you need once every five years. Ridiculous.

I’ve moved many times over my short 36 years, almost always renting a U-​Haul. Never again.
It all began when my mom reserved a truck with a 20% off coupon, and she told me what she rented it for, but she was told she had to pick up the truck in 25 minutes away – that they were the only ones that had the size truck we needed.
On my way to help her move (read: do it all myself :), I decided to call the U-​Haul place right near her apartment, literally one mile away. The kind woman on the phone asked me several questions, took all my information down and said she didn’t have a 10 foot truck but had one size up. I asked how much much for the truck and dolly, and quoted me a price that was actually CHEAPER than the one my mom reserved from the online phone number WITH the 20% off coupon who told her to drive 25 minutes away. Figure that one out.
I asked her, «Hey, to keep me from driving all the way across town, would you split the difference with me since you don’t have the truck in stock?» She said, «Well, I can give you 10% off.» I said, «Great, thanks!» She asked for my credit card to reserve it, and I told her I’d have mom call in, but I was only 20 minutes away from the apartment so it shouldn’t really matter.
I call mom, have her cancel the other one, and then call back myself to give them my credit card instead. A guy answers the phone, asks me for my name and phone number and proceeds to ask me all the same questions as if they had no record of it at all. I broke it all down again: I wanted a dolly and a 10-​foot but you don’t have one so the lady said she’d give me 10% off. He said nothing, but, «When do you want to pick this up?» I told him I’d be there in 10 minutes as I’m right down the road. He took my credit card.
I pick up mom and head over. I stand in line for a few minutes then am greeted by a short stocky man that seemed to be having a bad day, and he proceeds to ask me ALL THE SAME QUESTIONS! Again, I tell him the entire story, and he finishes by asking me if I want a dolly or anything. This time, I’m a little curt, «Just the dolly you see there.» He snaps back, SNAPS, «There’s nothing on my screen.»
He types a few things, then asks how many miles we’ll be going. I calculate in my head and tell him about 10. We go over a few other things, he prints out the paperwork and we head out, «the dolly’s already inside,» he said.
I’m not finished. In fact, far from it.
We leave, move her little studio apartment, and return the truck in just a few hours. But before we do, mom says we must return the tank with at least a quarter of a tank of gas. I said, it barely had a quarter when we got in. But then she read something that if we don’t return with a quarter of a tank of gas, the place will charge us a $ 30 fee plus $ 5 per gallon. ARE YOU KIDDING ME? That’s crazy! Besides, we drove 10 miles, how could we have used even one gallon of gas???
But we stopped, got one gallon of gas (it might have been 1.5 as I was a little perturbed and not paying attention to stopping it on time), and returned the truck.
Oh, no. I’m still not finished!
We return the truck, a guy comes out with what appears to be an iPhone and begins tapping through some screens. I open the back, make sure it’s all clean, and wait for him. He doesn’t show. In fact he didn’t even look back there. He just kept tapping away, then he asked, did you use the blankets or the dolly? I said, «Are you kidding me? You’re now the fourth person that I’ve told I need the dolly!» He said, sorry but it’s not on his screen. Unbelievable.
And here’s where it gets good.
«It seems you went over your 10 mile allotment, says the clerk.» «What do you mean? I respond. He asked me how many mile do we estimate and I said about 10.» «Well, if you had given him no miles at all it would have been cheaper, but since you told him 10 and you went over by 2, it’s going to be $ 79c a mile.» Well, why the hell did he ask, then?” «He should’ve given you the option and told you this.» «No shit!» «So, it looks like you gave a deposit, and you’ll receive $ 22 and some change back on that card. I’ve emailed you a receipt to see it all in detail.»
So, now I’m looking at it in detail. Not only did we get charged for the 79c per mile for the two overage. They charged me 79c per mile for all 11.8 miles. Nice work, guys. Nice work.

We recently used U-​Haul for a 4 bedroom house move. Was very disappointed in the service we received. To avoid not being able to rent the size truck we would need to easily accommodate our move we reserved a 26 foot truck on the U-​Haul website almost 2 weeks in advance. They call us two days prior to our move to tell us «Sorry we will not have a 26 foot truck available for you at your location.» Instead they offered us a 20 foot truck and a 5×8 trailer, thinking this would be enough space for us. Well it was not and we had the truck and trailer full as well as the back of three SUVs. This is a problem with U-​Haul as a whole not necessarily just this location. I am uncertain why they even take reservations if you cannot reserve exactly what equipment you want and need. If other companies were more affordable we definitely would have gone with them after this experience!

Wow, crazy terrible treatment from the Uhaul company as a whole, but it all ended with charges from the Highland Ranch location, hence the 1 star for them. I’d give 1 star for the entire company regardless of location though.
Uhaul emailed and texted me specific directions about where to drop it off in Castle Rock. When I tried to drop off, my type of trailer is not allowed to be returned in these locations. I had to keep the trailer attached to my vehicle over night, because when I called Uhaul to ask what to do, they were closed.
I called first thing the next day and the CR rep I spoke with TOLD me to take it to Highlands Ranch, because there are no drop off locations for my trailer Castle Rock. She confirmed that it was not possible for me to follow through with my end of the contract.
I go drop it off in Highland Ranch, as instructed PER Uhaul and low and behold, they charge me: 1. a late drop off fee 2. A wrong location drop off fee. At drop, off the person receiving the trailer told me I was signing for the cost of the rental when I asked why he wanted me to sign another document. He FLAT OUT LIED.
I disputed this with my credit card company and am awaiting resolution. I will also be reporting them to the BBB. I would not recommend Uhaul at all. Any location. I talked to so many different people who told me so many different things.

Horrible Experience. We loaded the pod at their location and everything seemed to be fine. Our contract stated that the box would arrive May 27 in Indianapolis. It was not there. We were then told it would be there May 30^th. It was not there. It did not arrive until June 3. it was a week a late. We slept on the floor of apt, showered with no shower curtain and had to buy new work clothes. Our compensation (After hours of phone calls), a $ 50 Uhaul gift card. REALLY??? It was very hard to get any answer as to where the delivery truck was. I DO NOT RECOMMEND UHAUL BOXES out of this location!!! Horrible experience. UHAUL and the shipping company they used need to have better communication. I know it was probably the shipping companies fault, but I CONTRACTED with UHAUL. They were accountable for my box and they let me down. NEVER AGAIN!!!

Gentleman working there were rude and curt (specifically the manager or whoever was the «boss» that day).
Oh Uhaul on County Line in Highlands Ranch, where do I begin. Saw no signs when we drove in indicating where to park the truck. I parked it next to some similar trucks went inside and immediately was told that I had parked it in the wrong spot and was told to move it. I said «you need a sign than» to which they replied «Yah we have one it just blew over». Yes that’s a whole lotta notmyproblem,
After I moved the vehicle the 25 yards to the aforementioned «truck return area» (side note: in there defense I did end up seeing the sign, it had in fact blown over), I was helped by the only helpful individual in that entire place. Younger gentleman, smoker, big hoop earrings. He looked at the truck (which we had swept and vaccumed… who does that??) didn’t say anything so I was thinking ok we’re good. I didn’t hit anything, I swept, vaccumed the cab, I filled the gas up to where they wanted it (yah they don’t give it to you full… so you pick it up at half a tank and the first thing you have to do is put 30 gallons back in it… brilliant) so I should be good right? WRONG! Boss man saunters out to the truck, where as personally I think he should have been on pick up and prop up Truck Return sign duty, but I’m just the customer what do I know. Looks at the truck and say’s verbatim:
«You gotta fold up those blankets»
«You’re joking right?»
«Nope, $ 25 fine» and saunters back off…
No «How was your 15hr drive during gale force winds in a driving sail?» or did the truck run alright? (younger guy did ask that, there were problems with the truck… i.e. wouldn’t start at one point)
These blankets mind you, we rented from THEM, came in cellophane, so I would hope they wash them and repackage them. He wanted them folded up back up. I, the customer who just paid them quite a bit of cash, folded them up and had to go looking again for someone to let me know we were good to leave.
An unfortunate experience, I will probably never use Uhaul again, definitively not this location.

I showed up late for my appointment. I got a little attitude. But they stayed late and got the hitch installed great.
I think I was just pissed about how they forgot to schedule me in the day before, luckily I called to confirm.
They forgot to order my part or schedule me in. They totally made up for it though and overnighted in the hitch for my car, and got me in the next day. I am a happy customer.
I have been there in the past to rent a truck or trailer and they have always been better then expected.

Wow! Not what you would expect from a small town U-​Haul. the guys working were so friendly, chatty and just nice.
It was a nice welcome to the Denver area!
Thanks