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December 2023 by Lisa W
Some of the best customer service we have had in Castle Rock. Bennett was helpful and friendly. He let us take the truck early since we had a 5 am start the next morning. He comped us our dolly and padlock. I would highly recommend this location.
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October 2023 by Shawn S.
We moved family here from Montana and got a free month of storage with the truck rental. The facility is fresh & new. We thought that we needed a 10x20 so they gave us two 10x10s. We ended up getting everything in one unit and they were very supportive & eager to help. It's really easy to access and move things in & out with their carts & elevators for our 3rd floor unit. Fantastic facility and support.
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September 2023 by Darlene L.
We used them locally to move some things for our niece. The truck was clean and the employees were nice, respectful and thorough.
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September 2023 by Alicia Abbey
Great customer service. Bennett is super helpful, up beat and just made the interaction worth having.
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September 2023 by Wil Crossley
If you read all the other reviews, especially on Yelp, you'll understand a trend here. Poor customer service. I had a hitch appointment at 7am. When I dropped the car off, they told me they could not get to it until the afternoon. So WHY still have me drop it off at 7am??? They STILL didn't get it done that day and left me with no vehicle for work the next day. They told me the receiver would be 2" (which all my hitch accessories are), but when I picked it up, it was a 1¼" hitch. There was no exterior plug for the lights, just some wires thrown in the trunk. They also did not clarify ahead of time whether it was a 7 pin or 4 pin plug. Of course the plug didn't match my trailers. They said they could sell me an adapter though!! ALL THIS should have been communicated before hand. Poor customer service and poor "I don't really care" attitude.
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September 2023 by Kimberly Sweets
Use any location but Manatt. My experience has been awful over a span of two months. The GM Pamela is either out of office, on 2 hour lunches or “with the baby”. I’ve begged for key resolution, there’s contract errors due to renting 3 units. I’ve called, stopped by and visited multiple times. The one time I did catch her I had to wait over a hour. I was promised resolution. That was two weeks ago. They boast about security but I set the alarm off weekly and nobody cares. I’m told “just set it off, it’s okay”. This place is out of control and just collecting money, zero customer service (except front desk men) and eardrum damage to go!
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September 2023 by Donnie Farris
I'd give no star, if I could. They charged my credit card $276 dollars two weeks after I dropped the truck off!! Customer services credited me back without question.I rented a 26' moving truck in Boise July 18, 2023. The contract said we could keep it until Sunday July 23. We drove it to Castle Rock with furniture. We returned the truck Saturday July 22, one day before we were required. The next day, I noticed I was missing my earbuds and left them in the truck. I drove down to the U-Haul store and asked if they found my earbuds. They said they already rented out the truck.Two week later, I received my credit card statement and realized the Castle Rock U-Haul charged and additional $36.64 and $240. I called customer service. The gentlemen told me the $36.64 charge was for bringing it back late. He recognized I actually brought it back early. He credited me back. The $240 charge was for cleaning the cab of the truck. What!? That is what the customer service guy said. Obviously, my wife and I did not trash the two seat cab of the truck. He is crediting that charge, too.He explained to me that locally owned U-Haul companies, unfortunately, are sometimes run by unethical managers and think because they have my credit card on file, they can charge what they like. They took an additional $276.64 out of my credit card without consent. That is stealing, as far as I am concerned. Do not go here.
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September 2023 by Karrie Schlegel
Angel, Michelle & Darcy provided OUTSTANDING customer service. So friendly & made me feel very welcome. The store was so clean. They even gave me suggestions of local eateries. I wish I could give 6 ⭐️
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September 2023 by Amanda Mack
Tried to rent a truck - had reservation. Called day before just to make sure everything was good and they changed my Castle Rock pick up to Buena Vista, CO! It wasn’t even the size that was confirmed in the reservation. I told her I’m moving across the country tomorrow and I didn’t get any notification. She said we called you yesterday and left a message which was a LIE! Woman on phone said well others made reservations WAY ahead of you and we have to take care of them first. She was SO rude with ZERO empathy on the situation this has caused and said well you can cancel your reservation. I said I WILL be canceling my reservation! Do yourself a HUGE favor and rent at Penske! U-Haul is a JOKE!
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August 2023 by Kelly H.
Five Stars all the way. MICHELLE & ANGEL were amazing. They made my trailer rental process a fantastic experience. Highly recommend.
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July 2023 by Ryan Petersen
Worst customer service, rude people, go elsewhere. If you are renting within CR use Advanced Property Maintenance off Gilbert.
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July 2023 by EsKay Jay
Arrived for my appointment at 7 AM, stood at the door that was still locked until 7:08 AM. Walked up to the desk, ladies sitting there just looked up at me not saying a word. Told her I had a 7 AM appointment to put hitch on. She took my keys, had me sign a form. Went to sit in the waiting area, 20 minutes later a young man comes up to me and tells me "they don't have anyone to install the hitch. Could I try to come back at noon ?" (how about you get that noon person in here now ?)I drove 20 miles to the appointment & said "no". He then told me I could rent a truck, pay $.59 a mile. I needed this hitch to haul my bike on vacation the next day - This is my second attempt to book an appointment there and I definitely am taking it as a sign that that's not the place to get a hitch.
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July 2023 by C. Alex Mateos (tripbase)
Big clean facility, lots of room to maneuver a trailer about. Selection in the store looked good, the staff got my no reservation rental done up quickly and courteously. Big shout out to Bennet who was a great help out on the lot hitching up a tow dolly expertly and ran down the operation of the thing expertly as well.
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July 2023 by Melissa Hardwick
I do not normally care about writing reviews and can usually get over poor experiences but I feel people deserve a warning---Do not use this U-Haul. The customer service is awful, our U-Haul boxes were delivered 5 hours later than the window of time with one box having the latch completely saudered off so we could not lock it. We lost labor due to their mistakes and are fighting to be compensated for it. The general manager, Pam, literally stopped responding to my husband and was extremely rude.I wish I would've read the reviews for this u-hual before I gave them my business. Based on previous reviews, this place needs to be reported to the BBB for their crook-like practices in business. Use a different U-Haul or a different company altogether.
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May 2023 by Makalecandem
Ive called multiple times now. They had me on hold then forgot about me. Tried calling back and they blocked me and is having the call directed to the uhaul customer service line. I need to speak to pam at this location specifically and the customer service keeps sending me here. Yet no one answers and it’s transferred back. Unfortunately this is urgent and no one is helping.
