We choose this U?Haul location because it clearly advertised its 24hr Access which we purchased at an extra cost, but on two occasions this claim proved to be false. First we tried accessing our unit and the magnetic card they provided did not work. Once we got to our unit after calling the manager to place our stuff in it, there was another person's lock preventing us from opening the storage unit. Our story does not end there, after our roadtrip, we came in to Denver area at 7pm to pick some stuff out of the unit, only to find out that the alarm system was under maintenance and we could not access the building. Since we were traveling with our parents who flew in from abroad, and they had a plane to catch early morning the next day, they had to leave their belongings in the USA (car keys, money, smartphones, etc). We complained with the store manager Justin Holt and the President of Denver U?haul Justin Frank, but their response were well below our expectations. The store manager closed our complaint number after returning the extended access cost. We wanted to get all our money back (not just the extended access) and for U?haul to recognize the additional expenses incurred due to the incident (new suitcases, locks for the trip in addition to the shipping of one suitcase). Since we were not satisfied, we called customer services once again and the president of U?haul Denver called us back (left a message)to tell us that he was in agreement with the store manager. We?ve called him back for the last 3 days with no response.
We understand that incident like this happen. What we don?t understand is the clear disregard for customers service within U-Haul. The attitude of the two gentlemen we dealt with was not one of trying to solve our problem, but one of trying to get rid of us. We were expecting for U?haul to take some responsibility for the damages this incident caused. From now on we will not be using the U?haul brand and are taking steps so that they stop the use of dubious marketing ads in their stores as this is penalized by law.